Student Support Executive

Job Purpose:

The Student Support Executive provides centralised student support on behalf of assigned Centers throughout the student learning journey.

The role monitors defined student engagement, participation and progress indicators, identifies established early warning signals of disengagement, and executes prescribed support and engagement actions in accordance with established processes.

The role also provides directed administrative support to ensure student requests, feedback and concerns are captured and responded to in a timely manner. Academic and learning-related matters are coordinated with the Coaching Team, while matters requiring management intervention are escalated to the relevant Customer Service Manager and/or Center Head of Sales.

The role is accountable for supporting and improving student engagement and participation, while maintaining accurate student records and activity outcomes in the CRM.

Key Areas of Responsibility:

1.       Student Engagement, Participation and Study Progress

·       Act as a centralised point of contact for students on behalf of assigned Centers, building positive rapport and maintaining regular engagement throughout the student learning journey.

·       Monitor defined engagement, participation and learning progress indicators to identify established early warning signals of student disengagement.

·       Execute prescribed operational follow-up responses to identified warning signals in accordance with defined Student Support processes.

·       Conduct proactive outreach and follow-up to address identified engagement risks and support continued participation.

·       Encourage and facilitate participation in Complementary Classes, Social Clubs, events and other relevant learning activities as directed.

·       Support students with class bookings, learning schedules, service information and other operational arrangements within the defined scope of the role.

2.       Student Progress Monitoring & Coordination

·       Receive and accurately capture student requests, feedback and concerns through designated channels.

·       Provide directed administrative support to ensure requests and feedback receive a timely and appropriate response.

·       Engage with students to clarify requests or concerns where additional information is required.

·       Resolve student requests and concerns within the defined scope of the role

·       Capture and clarify student concerns arising from daily interactions to ensure sufficient information for referral and/or escalation

·       Refer identified concerns to the appropriate responsible team in accordance with established guidelines, including academic or learning-related matters to the Coach team.

·       Arrange scheduled touchpoints and additional support sessions with the Coach team as directed, including First Encounter Completion, Second Encounter Completion and other required academic consultations, ensuring relevant information and appointment details are communicated to all parties.

3.       Student Data, Feedback & Reporting

·       Ensure all student follow-up information, interactions, identified concerns, referrals and scheduled support sessions are accurately, consistently and timely recorded in the CRM system to maintain full visibility of each student’s status.

·       Administer approved student surveys and consolidate student feedback, recurring concerns and engagement risks for relevant stakeholders.

·       Prepare and update student support and service reports accurately and on time.

·       Handle student information in accordance with WSE data privacy and confidentiality requirements.

• 1 year’ experience in Customer Service. Educational background experience is a plus

• Strong customer service mindset

• Detail-oriented

• Tech-Savy, Strong follow-up discipline

• Good Communication skill

• Strong sense of responsibility

• Positive attitude with growth mindset

• Well-organized with multi-tasking management capability

• ATTRACTIVE BENEFITS:

• 100% salary during the 2-month probation period
• Full salary-based social insurance contribution after 2 months;
• Guided and trained by a team of experienced and professional mentors;
• 15 days of annual leave (not including public holidays);
• English lessons at Wall Street English;
• Personal insurance package from the first working day;
• Work in an English-speaking environment with young, open-minded, and friendly colleagues and managers;
• Opportunities for promotion and quarterly salary reviews based on performance.