Student Support Executive (Customer Service)

Roles and Responsibilities

• Identify and understand prospective students needs based on the Academy's training programmes and course offerings.
• Provide accurate and professional information about training programmes, course details and admission requirements, in accordance with approved marketing materials.
• Handle incoming enquiries from prospective students through telephone calls, emails, face-to-face interactions and online communication platforms.
• Maintain an organised enquiry and call list, and update the CRM/TMS systems with accurate records of enquiries, follow-ups and appointment outcomes.
• Schedule and coordinate appointments between prospective corporate clients and the Head of Business Planning (HOP), ensuring timely follow-up and confirmation.
• Follow approved scripts and communication guidelines to ensure consistent, ethical and compliant communication.
• Handle initial enquiries from corporate clients and refer detailed programme-related discussions to the relevant departments.
• Follow up with prospective students to ensure enquiries are addressed promptly and provide assistance throughout the enquiry and enrolment process.
• Maintain professional communication standards in all interactions and uphold the Academy's reputation.
• Track and report daily, weekly and monthly enquiry, follow-up and appointment conversion performance.
• Support compliance by ensuring all student engagement and outreach activities adhere to internal policies, data protection requirements and EduTrust Certification Scheme standards, particularly regarding transparent and ethical marketing practices.
• Perform other student support and administrative duties as assigned.

Minimum Qualifications

• Diploma in Business, Marketing, Communications, Education, Customer Service or a related discipline.
• Fluent in both English and Chinese (spoken and written) to support English- and Chinese-speaking students and clients.
• Fresh graduates are welcome to apply. Prior experience in sales, customer service, retail, hospitality or education will be an advantage.
• Good communication and interpersonal skills, with the ability to build rapport with prospective and existing students.
• Customer-oriented, approachable and positive, with a genuine interest in helping individuals achieve their education and career goals.
• Confident in communicating with prospective students through face-to-face consultations, telephone calls, emails and online communication platforms.
• Basic computer literacy, including Microsoft Office applications, with the ability to learn CRM and student management systems.
• Self-motivated, proactive and willing to learn student consultation and recruitment processes.
• Good organisational and time management skills, with the ability to manage multiple enquiries and follow up promptly.
• Professional, responsible and able to work independently as well as in a team.