Job Description

We are seeking a courteous and organized Customer Support Officer (College Support Services) with at least 2 years of experience in managing student interactions, coordinating training schedules, supporting administrative staff, and contributing to a positive educational environment. The ideal candidate should have excellent communication skills, an empathetic approach to student needs, and a strong understanding of academic support processes.

Key Responsibilities:

• Handle inbound and outbound calls to students regarding course updates, fee reminders, and enrollment inquiries.
• Assist trainers and faculty in organizing sessions, class schedules, and training resources.
• Maintain up-to-date records of student communication and support activities in CRM or student management systems.
• Collaborate with administrative staff to ensure timely fee collections and compliance with college policies.
• Address student concerns professionally and escalate academic or administrative issues to relevant departments.
• Coordinate induction sessions, student orientations, and information dissemination across campuses.
• Provide accurate details about courses, admission criteria, deadlines, and academic support services.
• Support the student success team in improving student satisfaction and retention.

Requirements:

• Minimum 2 years of experience in a customer service or student support role.
• Strong verbal and written communication skills.
• Ability to manage student inquiries with patience and empathy.
• Experience using CRM or student management systems (e.g., Wisenet, RTOManager).
• Well-organized with the ability to manage multiple priorities.
• Year 12 or High school diploma required.
• Willingness to work flexible hours including weekends during peak admissions.
• Must be an Australian Citizen (required for legal and eligibility standards).

Preferred Skills:

• Background in education, training, or student support services.
• Familiarity with VET or higher education frameworks.
• Multilingual abilities for diverse student communities.
• Basic administrative and IT troubleshooting skills.

Skills

• Communication Skills
• MS Excel
• MS Office