Student Success Manager

3 days ago


Kuala Lumpur, Malaysia Quacquarelli Symonds Full time

**QS Quacquarelli Symonds is a global leader in higher education services. We are the data analytics, performance insight provider and intelligence partner supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals that are seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions.**

**QS is proud to be a fair and equal organization where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.**

**About the Role**

**Key Responsibilities**

Resource Management:

- Provide support to the team to ensure that Team Queues are being processed in line with internal QSES departmental KPIs and client service level agreements.
- Ensure that client phone calls, live chat and social media are answered and assisted promptly and efficiently.

Quality Assurance & Training:

- Provide ongoing coaching and training to address any quality assurance concerns.
- Creation of new support materials where required and ensure all existing documentation/resources are reviewed and updated regularly.
- Ensure all quality issues regarding KL staff is flagged with the appropriate KL manager to maintain high quality standards.

Prospect Management:

- Engage with current and prospective students and provide information and support services via all channels for enquiry, offer and retention management services.
- Ensure that student enquiries are answered, concerns are addressed and resolved promptly and accurately, with a focus on case management, institution engagement and customer service.

Team Motivation:

- Provide encouragement to team members, including communication of team goals and identifying areas for new training or skill checks.
- Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.

Performance Metrics:

- Daily, weekly, and monthly review of Twilio and PowerBI reporting dashboards to identify resourcing gaps and areas of need.
- Review weekly reporting, including but not limited to: MO surveys, MO headlines, client specific MO reports, no valid comms reports, onshore no call lists and client outbound summaries.

Stakeholder Management:

- Encourage and foster a close working relationship with the Client Delivery Manager and Student Success Lead Trainers through various initiatives.

Operational Management:

- Proactive in researching, considering, and implementing new technologies and new work practices.
- Bachelor’s degree, Diploma or Equivalent
- Highly proficient in written and spoken English
- Strong interpersonal and communication skills demonstrated by the ability to develop successful and productive relationships in the workplace and to interact effectively with people from diverse cultural backgrounds.
- At least 4 years work experience, preferably in the international education market, marketing, or customer service

**What do we provide for you to succeed?**
- **Attractive remuneration and package** will be commensurate with experience and qualification
- **Performance bonus based** on a performance record
- Your** medical claims **are on us
- **Training and certification** sponsored
- **Rewards and recognition: Employee of The Quarter Award**:

- **Hybrid working mode



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