job description
Join Cornerstone Global Partners as a School Customer Service Executive for our Student Services Centre, supporting a leading polytechnic institution. This remote role based in Bali offers a unique opportunity to deliver exceptional service to students, faculty, and stakeholders in a dynamic educational environment.
As the first point of contact for student inquiries, you will play a pivotal role in enhancing the student experience by providing timely, accurate, and empathetic support. Your contributions will directly impact student satisfaction and operational efficiency in a fast-paced, multicultural setting.
We are seeking a detail-oriented professional with a passion for education and customer service. If you thrive in collaborative environments and enjoy solving complex queries, this role is perfect for you.
Responsibility
- Manage and resolve student inquiries via phone, email, and live chat with a high level of professionalism and efficiency.
- Assist students with course registration, fee payments, and administrative processes, ensuring compliance with institutional policies.
- Maintain accurate records of student interactions and transactions in the CRM system.
- Collaborate with academic and administrative departments to escalate and resolve complex student issues.
- Develop and distribute informational materials (e.g., FAQs, guides) to improve self-service options for students.
- Monitor and report on service performance metrics, identifying trends and areas for improvement.
- Participate in training sessions and workshops to stay updated on institutional policies and service best practices.
- Provide support during peak periods, such as enrollment and examination seasons, with flexibility and adaptability.
Qualifications
- Diploma or Bachelor’s degree in Business Administration, Education, Communications, or a related field.
- Minimum 2 years of experience in customer service, preferably in an educational or call center environment.
- Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
- Strong problem-solving abilities with a customer-centric approach.
- Proficiency in Microsoft Office Suite and CRM software (e.g., Salesforce, Zendesk).
- Ability to work independently in a remote setting while maintaining high productivity and accountability.
- Familiarity with student information systems (e.g., Banner, PeopleSoft) is advantageous.
- Demonstrated ability to handle sensitive information with confidentiality and discretion.