Student Services Executive

Job Summary

The Student Services Executive is responsible for delivering high-quality support to students throughout their learning journey. This role focuses on providing timely assistance, ensuring a positive student experience, and supporting administrative and operational processes within the institution.

Key Responsibilities

1. Student Support & Frontline Services

• Serve as the main point of contact for student enquiries (email, phone, walk-in)
• Provide accurate information on programmes, schedules, and policies
• Handle and resolve student feedback, concerns, and service issues professionally

2. Student Administration

• Maintain and update student records in the system
• Process enrolments, registrations, and student requests
• Support documentation such as letters, certificates, and transcripts

3. Course & Programme Support

• Communicate schedules, updates, and reminders to students
• Assist in coordinating class logistics and ensuring smooth programme delivery
• Support attendance tracking and follow-up

4. Student Experience & Engagement

• Support onboarding and orientation for new students
• Assist in organising student activities, workshops, and events
• Contribute to creating a positive and supportive learning environment

5. Collaboration with Internal Teams

• Work closely with Operations, Academic, and Sales teams to support student needs
• Ensure accurate and consistent communication across departments
• Escalate issues where necessary and follow through to resolution

6. Compliance & Reporting

• Ensure adherence to institutional policies and procedures
• Maintain proper documentation for audits and reviews (e.g., EduTrust, PDPA where applicable)
• Prepare reports on student feedback and service performance

Key Performance Indicators (KPIs)

• Student satisfaction and service quality
• Response and resolution time for enquiries
• Accuracy of student records and documentation
• Smooth coordination of student-related processes
• Student retention and engagement levels

Requirements

Education & Experience

• Diploma or degree holder
• 1–3 years of experience in education industry
• Familiarity with student management systems or CRM tools
• Understanding of education compliance frameworks

Skills & Competencies

• Strong communication and interpersonal skills
• Customer-service oriented with a student-first mindset
• Good organisational and multitasking abilities
• Attention to detail and accuracy
• Ability to handle enquiries and resolve issues professionally

Ideal Candidate Profile

• Empathetic and patient when dealing with students
• Proactive and solutions-oriented
• Able to work in a fast-paced environment
• Strong team player with a positive attitude

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