Academic Support Specialist

1 day ago

Brisbane, Queensland, Australia beBeeResolution Full time $67,345 - $89,456

Job Title: Student Resolution Specialist

Job Description:

The Student Resolution Specialist plays a vital role in supporting students with complex enquiries and complaints, ensuring their academic success through educational support.

This specialist is responsible for coordinating the resolution of student queries, maintaining accurate records of communication, adhering to procedures and policies, and helping solve special consideration resolutions across various courses.

Key Responsibilities:

  • Resolve complex student enquiries and difficult customer complaints.
  • Maintain accurate records of all student communication.
  • Adhere to procedures and policies regarding student complaints.
  • Help resolve special consideration resolutions across various courses.
  • Identify and manage at-risk students through analysis and strategy.
  • Conduct proactive outreach calls.
  • Collect feedback and data identifying 'at-risk' issues to inform policy and processes.
  • Track student retention and progression data to ensure agreed KPIs are met.
Required Skills and Qualifications:

Essential:

  • Experience managing complex customer queries (2-3 years).
  • Strong interpersonal and communication skills, with the ability to liaise with diverse stakeholders.
  • Superior customer service, relationship management skills, and exceptional phone manner.
  • Ability to understand individual motivations.
  • Exhibit tact, diplomacy, discretion, and empathy when dealing with students.
  • High-level written and oral communication.
  • Ability to manage high-volume workload in a fast-paced environment.
  • Excellent attention to detail with accurate data entry skills.
Benefits:

This role offers opportunities for professional growth and development, working as part of a supportive team to drive student success.

Others:

Preferred candidates will have a strong understanding of training requirements for the financial services industry, a working knowledge of Salesforce and Learning Management Systems, and excellent time management and multi-tasking skills.

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