We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!Student Services OfficerLocation: OrtigasStudent Services Officers are the first line of contact for students requiring assistance. They are responsible for servicing general course enquires, maintaining program schedules, booking and conducting support calls, as well as managing and updating student details across the CRM and Student Management systems. The Student Services Officer also manages course administration processes, such as facilitating extension requests, transfers, enrolment activation, withdrawal requests, and graduation/completions.As an Acquire BPO employee, you are responsible for complying and enforcing policies and procedure designed to achieve information security. You are also responsible for protecting credit card, personal and/or sensitive personal information that you may handle or process during your employment in Acquire BPOA SNAPSHOT OF YOUR ROLEThe Student Services Officer provides support to students via phone, email, and webchat; and conduct data entry activities on the CRM and Student Management Systems. Therefore, Student Services Officers must be comfortable working in a system environment, possess a high level of attention to detail, and have strong written and oral communication skills.The Student Services Officer must develop solid product knowledge and a deep understanding of all student policies and procedures. They must also develop a basic understanding of the Standards for RTO’s.Successful Student Services Officers have a genuine passion for the student experience and are confident and relaxed in dealing with a range of customer service requests.Your general responsibilities include but are not limited to:Personal LeadershipDemonstrates initiativeUpholds the company values and cultureTeam playerOutcomes focusedFocuses on self-developmentTeam ContributionContribution to the development and implementation of CQI InitiativesContribution to outcomes of the education departmentContribution to the performance culture of the teamStudent SupportCommunicates effectively with studentsResponds promptly to all student requestsProvides exceptional phone supportProvides accurate and clear email supportProvides support to student operations team members by way of call escalations.Customer ServiceProactive support of studentsConducts the induction program for studentsResolves all student issuesFollow through issues to resolutionOutcomes and TechnicalDrive student graduation and outcomesProvide a high level of student satisfactionMinimize student withdrawalsIdentify operational efficiencies within the student services departmentManages all course transfersManages student retention and student withdrawalsProvides support to funded studentsLeads the career management support for studentsTroubleshoots student issuesManages the graduation functionUndertakes general administrationQuality and ComplianceMaintains comprehensive student records and contact logsMaintains Job ready integrityMaintains My eCampus integrityAdheres to all internal and external guidelines and communicationProcess and WorkflowAdheres to the student communication planRecords all student interaction as File NotesIdentifies and provides student support structure feedbackConsistent to our goal as an organization, at Acquire BPO, we are looking for individuals who are passionate in winning; those who enjoy achieving goals with the determination to go beyond hurdles. As a Customer Happiness Expert, you can perform well if you have:Must have at least 1 year of experience in blended accountManage incoming and outgoing callsIdentify and assess customers needs to achieve satisfactionHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionTeam playerFocused on self-developmentMeet KPI targetsUpholds the company values and cultureDemonstrate initiativesProvides support to the operations team members by way of call escalationsProvide accurate, valid and complete information by using the right method/toolsWe’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:Collaboration: Brilliant jerks can be brilliant elsewhere.Impact: Do, get it done, create impact.Passion: Be positive, bring passion and energy.Transparency: A transparent team can help each with other.Join the A-Team and experience the A-Life!
