Student Support Staff Job. Customer Service Jobs In Kenya

Industry: Education and Student Services,
Job Type: Independent Contractor,
Gross Salary: Ksh 30k - 40k,

Our client specializes in international student recruitment and support services, providing technology-enabled solutions to stakeholders in the education sector. They help prospective international students gain admissions to overseas institutions and secure student visas, streamlining the application process and enhancing the student experience. They are seeking a dedicated Student Support Officer to assist international students throughout their application journey. This role involves managing applicant records, supporting course and visa applications, and ensuring all documentation and requirements are completed successfully.

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Key Responsibilities:

Create and Maintain Accurate Applicant Records

• Create applicant folders and ensure they are compliant with company standards.
• Keep all applicant and application statuses up-to-date in the CRM and application portal.
• Organize and file all documents related to each applicant, ensuring easy access for future reference.

Assist Applicants with Course and Visa Applications

• Ensure timely initiation of application processes for all applicants.
• Review applicant documents and information to ensure completeness for high-quality applications.
• Liaise with applicants to obtain any additional required documents or information.
• Educate applicants about the application process and ensure they are aware of next steps.

Submit High-Quality Applications

• Complete online application forms for education providers on behalf of applicants, ensuring all supporting documents are attached.
• Submit applications that have a high probability of acceptance, ensuring all forms are correctly completed and documents are included.

Liaise with Admissions and Immigration Teams

• Request application fee waivers when necessary and follow up with admissions teams and immigration case officers regarding the status of applications.
• Respond to and track enquiries from admissions and immigration teams.

Support Applicants through Conditional and Unconditional Offers

• Inform applicants of any additional documents or information required for their applications.
• Communicate successful conditional and unconditional offer letters or visa grant letters to applicants.
• Provide timely updates regarding the status of applications.

Provide Exceptional Customer Service

• Manage the student support email box and respond to inquiries in a timely manner.
• Develop and maintain high-quality template responses for frequently asked questions.
• Proactively communicate with applicants to reduce inquiries and keep them informed.
• Gather feedback from applicants to continuously improve the service delivery process.

Resolve Service and Application Issues

• Address and resolve complaints or issues related to course admissions and visa applications through phone, email, or social media.
• Follow-up with applicants to ensure their concerns are resolved.
• Maintain an Issues Log to document any service-related problems and contribute to continuous improvement.

Oversee Student Support Service Delivery

• Foster strong relationships with applicants and ensure effective communication throughout the application journey.
• Maintain accurate records of all customer interactions and document processing.
• Follow organizational communication procedures and ensure adherence to policies.

General Expectations:

Teamwork

• Develop a positive team ethos within the immediate workgroup through positive participation and communication.
• Support colleagues during high-demand periods as requested by your supervisor.

Client Service

• Ensure that services delivered to customers are fit for purpose.
• Professional Development and Performance Management
• Undertake continuous personal and professional development to enhance knowledge and skills.
• Participate in the company’s performance management program through annual performance reviews.

Compliance

• Ensure that all activities undertaken meet the relevant legislative and contractual requirements and guidelines.
• Ensure that all activities are undertaken with due regard to the company’s policies and procedures.

Occupational Safety and Health

• Take reasonable care to ensure your own safety and health at work and avoid adversely affecting the safety or health of others.
• Ensure all subordinates are aware of their obligations regarding occupational safety and health matters in the organization.

Required Qualifications and Skills:

Essential

• Education: Minimum academic qualifications of a senior high school certificate/diploma or equivalent, or a combination of relevant experience and/or education/training.
• Values: A commitment to Optimal Student Recruitment’s five core values: customer-centric service, integrity, striving for excellence, continuous improvement, and focus.

Attributes

• Positive attitude and solution-minded.
• Proven track record of efficiency and quality.
• Strong attention to detail.
• Excellent communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Passion for personal development and growth.

Desirable

• Education: University or college degree preferred.
• Technical Skills: High level of computer literacy and proficiency in software such as Microsoft Office Applications and online application portals.
• CRM Knowledge: Familiarity with CRM systems and practices.
• Experience: Proven customer support experience.
• Communication: Ability to stay calm and composed when managing stressed or upset customers.

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How to Apply

Gross Salary: Ksh 30k - 40k
If you are up to the challenge and possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Student Support Officer) to jobs@corporatestaffing.co.ke before 12th April 2025