Student Advisor

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 Student Advisors in the RMIT Connect will deliver quality service and advice, timely responses, complex issue resolution, case management, and referral to other services when appropriate. The Student Advisor is a customer service professional and will be expected to take a strong interest in the field of customer service standards.

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 on enquiries received in person at the RMIT Connect, by telephone, or online via email, chat, or social media.
Establish and manage effective relationships with all relevant stakeholders internally and externally
Display a good working knowledge of the programs and student processes at the RMIT Vietnam. Be responsive and outcome focussed by taking responsibility of a student issue (e.g. enrolment, fees, and graduation)
Maintain a broad familiarity with the University’s student related policies, procedures, rules, and regulations so that related student issues can be addressed accurately and transparently.
Contribute to the effective operation of the RMIT Connect through participation in regular rotations, agreed professional development activities, and ongoing training and induction of new staff.
Actively contribute to a positive culture and team environment via team discussion, feedback and initiating process improvement opportunities.
Efficient navigation of multiple computer applications to investigate and interpret student records, access online resources for provision of accurate advice and satisfactory issue resolution.
Actively support and participate in University events such as Orientation and Graduation.

KEY SELECTION CRITERIA

A Bachelor’s Degree in a relevant discipline
At least 2 years of experience in a customer service role where the expectation was to deliver high levels of customer service across a broad range of service areas.
Commitment to service excellence and a service ethic to students and internal and external stakeholders;
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 relevant software.
Demonstrated complex issue resolution and decision making skills including the ability to seek 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
Demonstrated ability to work flexibly and efficiently as a member of a team in a high volume customer-focused environment.
Ability to prioritise workload in order to meet deadlines and service expectations
Demonstrated leadership in service excellence and a service ethic to students and internal and external stakeholders;

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 15,400,000 gross per month and open for further discussion and negotiation
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 Intermediate level (BULATS score 60), equivalent to IELTS (General) 5.5. 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 1 October 2018
https://careers.pageuppeople.com/469/vn/en/job/568272/student-advisor

- 13th month salary
- Premium healthcare plan for you and your family
- 20 days full paid leave annually

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