Online Admissions & Customer Service Officer

JOB QUALIFICATIONS:

• Experience in admissions, education support, or customer service

• Strong English communication skills (written and verbal)

• Comfortable with CRM systems, Google Workspace, WhatsApp Business

• Detail-oriented and process-driven

JOB DETAILS:

Admissions Support

• Handle online admissions enquiries from parents, students, and partners

• Qualify enquiries and log them accurately in the CRM

• Schedule school tours, consultations, assessments, and virtual meetings

• Follow up on required documents and next steps

• Coordinate with Admissions Leads and Operations Team

Customer Service

• Respond to enquiries via WhatsApp Business, email, website forms, and social media inboxes

• Use approved scripts, FAQs, and templates

• Escalate urgent or sensitive cases based on SOP

• Maintain polite, empathetic, and professional communication

Data & Reporting

• Maintain accurate enquiry and admissions records

• Track enquiry-to-enrolment stages

• Prepare weekly summary reports (volume, response time, conversion)

Compliance & Process

• Follow data privacy and confidentiality policies

• Adhere to response-time SLAs and escalation rules

• Support audit readiness through proper documentation