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Student Services Manager

Embassy English, a renowned global education company, is seeking an enthusiastic, well organized Student Services Manager (SSM) to manage and support the student services function - including finance, accommodations and activities. The SSM provides superior customer service for all clients; manages accurate and complete student files; and supports all booking and post arrival transactions where necessary. This position reports to the Regional Center Director.

 

Key Responsibilities:

Management

  • Oversee the daily operations of the Student Services office.
  • Manage Student Services staff.
  • Oversee petty cash and office supply ordering.

Customer Service

  • Deliver friendly, efficient and professional customer service to students.
  • Provide general student support services, including local and travel information, help with bank accounts, flight confirmations, ID cards, log-in IDs and passwords, etc.
  • Resolve or refer student problems and queries to Study Group colleagues as appropriate.
  • Assist with weekly student inductions.

Finance

  • Ensure correct collection and allocation of payments.
  • Liaise with Direct Sales on direct student debt collection.
  • Oversee outstanding student debt report, and take appropriate measures to collect as necessary.

Administration

  • Manage post-arrival course changes, ensuring accurate information is entered into student database.
  • Ensure completeness of student immigration records, addresses, emergency contacts, etc. in student database.
  • Manage activity program, housing, and airport transfers as required.
  • Prepare for student arrivals: liaise with IAC to ensure accurate arrival information for incoming students.

Sales

  • Provide tours and information for walk-in and phone inquiries.
  • Provide current students with necessary information to encourage extensions and upgrades.
  • Assist Regional Center Director with managing local agent relationships.
  • Group Liaison: obtain quotes for trips, accommodation and transfers.

 

Qualifications:

  • Bachelor’s degree required
  • ESL experience / certification preferred
  • Previous customer service experience, preferably in academia
  • 1 year managerial experience
  • Problem solving abilities
  • Cultural awareness / sensitivity
  • Pro-active
  • Ability to multi task and prioritize assignments
  • Excellent communication skills
  • Office and IT skills – Word, Excel, databases, ability to troubleshoot software / tech issues
  • Financial acumen
  • Strong administrative skills
  • Passion for customer service
  • Sales experience preferred
  • Knowledge of foreign language(s) preferred
  • Study abroad experience preferred

 

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