Executive, Student Engagement

Student Services Job Description

This position is part of the Student Services (SS) department within Office of Student and Alumni Relations (OSAR) serving as the first point of contact for students and alumni and enhancing the overall student services of the University. SS manages the SS hotline, counter and written correspondences to foster a student centric service environment.​​

The candidate will support the day-to-day SS operations and manages the SS student engagement initiatives through the various media channels.

Job Responsibility

Student Engagement (70%)

• Manage the SS telegram and other digital platforms supporting SS operations: 
  • Propose and design monthly content (e.g., infographics, short videos, etc) for dissemination of key information and student engagement
  • Provide monthly reports on the activities carried out on the various platforms
• Plan and execute student engagement activities to gather feedback on SS services and identify possible service improvements
• Support University events and activities, including SUSS Convocation, SUSS Scholarship Ceremony

Operations (30%)

• Respond to calls/emails/counter enquiries with accurate information during school's operational peak period (eCR/Course Offer) and/or as and when required as assigned by supervisor
• Update and record student interactions in CRM
• Collaborate with internal stakeholders (schools and other admin departments) to assess/investigate complex cases, appeals or exceptional request from students and provide a satisfactory resolution within a stipulated/reasonable timeline

Job Requirements

• Bachelor's degree with at least 2 years of relevant working experience, preferably in digital marketing, social media and/or engagement
• Prior experience in call centre operations will be an added advantage
• Outstanding interpersonal and communication skills with cultural sensitivity towards students of different cultural and educational backgrounds
• Resourceful analytical, meticulous, and excellent organisational skills
• Team player with strong ability to multitask and deliver timely with quality
• Good administrative skills with the ability to manage and work independently
• Proficient in Microsoft 365 applications
• Proficiency in graphic design software will be an advantage
• Be able to work extended hours during peak periods and University events