Senior Student Advisor (RMIT Connect)

THE ROLE

The RMIT Connect is a one-stop student service centre that caters to the administrative needs and general enquiries of prospective and current students, parents, and members of staff. The provision of information, advice,
or issue resolution is delivered using a high standard of customer service intended to exceed our customers’ expectations.

The Senior Student Advisors in RMIT Connect will provide complex issue resolution using a case management approach. Advisors will support students in their transition to university, provide personalised career advice, and guide program and course selections according to students’ individual needs.

The Senior Student Advisor is a customer service professional and will be expected to take a strong interest in the field of customer service standards as well as the scholarly inquiry of student advising.

KEY RESPONSIBILITIES

Demonstrate a commitment to service excellence and a service ethic through provision of quality service and advice, timely responses, and complex issue resolution to students, parents, and staff
Deliver one-on-one consultations providing students with personalised career and program advice as well as guidance on course selection and sequencing. Guide and support students requesting to change their program major or minor.
Verify study plans for outbound exchange students. Actively engage with Global Mobility, Schools, and Admissions to enhance the student exchange experience.
Engage with program and discipline leaders within the Schools to maintain an up-to-date knowledge of program offerings and structures, ensure appropriate program and course information is available to themselves and the students, and clarify issues faced by students concerning programs and courses.
Effective use of multiple computer systems to support case management, investigate and interpret student records, and access online resources for provision of accurate advice and satisfactory issue resolution.
Actively contribute to a “community of practice” of student support services including Wellbeing and Student Academic Success. This “community of practice” will ensure that the support delivered across the represented services is best practice in the sector. It will also ensure coordination between the services regarding case management and the referral process.
Provide the Manager, RMIT Connect with periodic reports on student advising activity including the number and type of enquiries responded to and cases managed.

KEY SELECTION CRITERIA

At least 4 years’ experience in a customer service role
Experience with the provision of advisory services and case management, ideally in the education sector.
Demonstrated ability to maintain confidentiality and deal with sensitive and difficult situations in a professional and diplomatic manner.
Experience and familiarity with database systems and other software relevant to service provision and case management.
Demonstrated leadership in delivering service excellence and a service ethic to students and internal and external stakeholders;
Demonstrated complex issue resolution and decision making skills including the ability to source relevant additional information.
Well-developed interpersonal skills, including negotiation, liaison, and cross-cultural communication; Ability to build and maintain effective relationships in a culturally diverse environment utilising strong interpersonal skills.
Excellent written and verbal communications skills
Ability to prioritise workload in order to meet deadlines and service expectations.
Ability to maintain a high level of commitment to customer service excellence and innovations

BENEFITS

Unique opportunity to work within a multi-lingual, multi-cultural environment with creative and innovative committed colleagues.
Attractive salary package with base salary starting from VND 20,800,000 VND gross per month
Meal allowance VND 680,000; Clothing allowance VND 416,000 gross per month
13th month Tet bonus
Private premium medical insurance
20 days annual leave, 10 days sick leave per annum
Education fee support for staff dependents after a qualifying period

ENGLISH PROFICIENCY REQUIREMENTS

If English is not your native language then you will be required to demonstrate a minimum English language proficiency standard at a BULATS Advanced level (BULATS score 75), equivalent to IELTS (General) 6.5. RMIT Vietnam will require you to complete a BULATS test to assess your level of English before an offer of employment can be made.

HOW TO APPLY

Click on the ‘Apply Now’ link. Applications close on 17 Mar 2019
http://careers.rmit.edu.vn/vn/en/job/574784/senior-student-advisor-rmit-connect

- Premium private medical insurance for yourself
- 20 days full paid leave
- Professional multi-cultural working environment

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