Student Engagement & Administrative Officer
RMIT University
Ho Chi Minh City
3 ngày trước

Overview : About RMIT Vietnam

About RMIT Vietnam

RMIT is a global university of technology, design and enterprise. We’re global in footprint and even more importantly, we’re global in mindset.

We’re committed to making a positive impact wherever we go. The wider our reach, the deeper our connections, the greater our impact.

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University with 700 staff and 7,000 students, in three locations, and recently awarded one of the Best Companies to work for in Asia 2020.

From a media perspective RMIT Vietnam enjoys a 40% share of voice in the sector. It brings a world-class education and globalised study environment to the heart of Asia, offering programs in business, technology, communication, design, fashion and English language.

It boasts an impressive range of extra-curricular activities that encourage students to innovate and network globally.

Degrees are awarded by RMIT in Australia and taught in English, enabling Vietnamese students (and visiting international students) the opportunity to receive an international education without having to leave home.

The role

This role will ensure the smooth provision of administrative activities required by the Office Manager relating to the academic policies and procedures of RMIT Vietnam and English & University Pathways (SEUP).

This position has shared responsibility of administration support for the day to day operations of SEUP programs, conducting of Placement Testing and supporting student engagement to provide students with an exceptional experience.

This role is also the main contact point in the SEUP that responds to the general enquiries of current students, parents and members of staff of English for University and UniSTART programs.

The incumbent will provide information about student progress, attendance, results, materials, advice, complaint or issue resolution and deliver this to a high standard of customer service intended to exceed our customers’ expectations.

Customer service :

  • Ensure accuracy and punctuality of communications to students and parents in relation to attendance issues, student progress, student issues, results, requests, complaints, appeals, special consideration for re-sitting exams, etc, by telephone, online via email, or through face to face communication.
  • Communicate a clear and deep understanding of SEUP products, student processes, policies, procedures and guidelines from SEUP and RMIT University Vietnam so that related questions or issues from students or parents can be addressed promptly, accurately and transparently.
  • Actively contact current students and parents before, during and after the course regarding attendance issues, At Risk students, missed exams, end of course exclusion, teachers’ feedback, failed students, operational changes, deadlines and other administrative communications.
  • Actively contact students who have stopped studying in the SEUP each term to give advice on course re-enrolment to increase retention.
  • Arrange meetings or counselling sessions for students or parents to meet Academic English Managers or Heads of Department regarding student progress or issues and translate when required.
  • Conduct Placement Testing, support events and act as translator for Market Engagement Coordinator to introduce RMIT student support and services and create excellent customer experiences for potential students and parents.
  • Maintain frequent and effective communications with RMIT Connect, Student Recruitment & Marketing, Student Admin, and Finance to ensure enrolments, payments, requests or issues from students or parents are processed efficiently and with minimal errors.
  • Administration Support :

  • Provide day-to-day administrative support for Heads of Department, School Manager, Student Engagement and Marketing Manager, Coordinators and Teachers including student related records, regular equipment audits, any problems with facilities and equipment, student results and reports and alike.
  • Provide timely and accurate reports to management staff and stakeholders in relation to individual sales targets, enrolment numbers, placement testing, English entry levels, inquiry volumes, variances, challenges and trends whenever required.
  • Conduct end of course evaluations and ensure course evaluation reporting requirements are met.
  • Support and cover other SEUP staff’s all tasks when they are on leave or work in shift to ensure smooth communication and daily operation.
  • Ensure all documentation collected from or about students is complete, accurate, unambiguous and in sufficient detail.
  • Assist in the day-to-day operations of the Independent Learning Centre (ILC).
  • Manage all SEUP assets including but not limited to computers, printers, laptops, tablets at different campuses of RMIT Vietnam to run the English programs.
  • The management includes loan process system, asset reports, transfer, disposal, purchase of replacement and new additional items, and maintenance services.

  • Provide and coordinate high quality administrative support to staff, teachers and students of the relevant department including, but not limited to : placement testing, issuing of exam results, management of file systems, student advisement, students and parents’ feedback and complaints, management of administrative resources and teaching materials, translation services, research support, records of internship, and contract preparation.
  • Undertake any other duties that may be required by Office Manager, School Manager or Heads of Department.
  • Finance administration :

  • Work with local suppliers, prepare contracts, PRs, PVs, memos, and quotations, and liaise with SEUP Financial Coordinator, Procurement & CFM for payment.
  • Prepare casual staff contracts, timesheets, PRs / PVs and supporting docs for payments to Vietnamese casual staff.
  • Prepare PVs for staff per diems and reimbursements.
  • Key Selection Criteria

  • A relevant Bachelor Degree. Bachelor Degree in the major of Sales and Communication is desirable.
  • Minimum 1 years’ experience in customer service and administration.
  • Demonstrate a commitment to service ethics and excellence through the provision of quality service and advice and timely responses.
  • Well-developed interpersonal skills, including negotiation, liaison, and cross-cultural communication specifically in relation to customer relationship and sales functions.
  • Highly organised, detail oriented and able to handle multiple tasks simultaneously in a fast-paced environment.
  • Excellent customer service ethics and high expectations of quality.
  • Well-developed planning, organizational and problem-solving skills with the ability to supervise, coordinate and / or implement tasks in a timely fashion.
  • Attention to detail and accuracy when managing and communicating information and when entering data.
  • Excellent verbal and written communication skills.
  • Experience using database systems, experience in sales and customer services in the education industry.
  • Experience working with a wide range of suppliers, contractors, production houses, and event agencies regarding supplier contract management, performance evaluation and OHS.
  • Sound knowledge and skills using Microsoft Office and CRM systems.
  • Benefits

  • Attractive VND salary (plus allowances) depending on proven track record to meet all the key selection criteria.
  • 13th month Tet bonus + private medical insurance (for you and your dependents) + annual health check.
  • 20 days annual leave plus 5 days paid leave Christmas closure, plus public holidays and paid sick leave.
  • Free access to RMIT Australia online library.
  • English proficiency requirements

    If English is not your native language then you will be required to demonstrate a minimum English language proficiency standard, equivalent to IELTS (General) 5.

    5. RMIT Vietnam will require you to complete a Linguaskills test to assess your level of English before an offer of employment can be made.

    How to apply

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