Student Enrolment Advisor

Role: Student Enrolment Advisor 

Location: Kuala Lumpur, Malaysia

This position offers a hybrid work model, allowing flexibility between working from home and our office. Typically, employees are expected to work 2 days in the office per week.

Why QS?

At QS, we believe that work should empower you. That's why we foster a flexible working environment that encourages every employee to own their career whilst thriving personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It's our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you'll be responsible for implementing real change in the international higher education landscape. You'll take on meaningful challenges that see a positive impact across the business and the wider sector.

We're confident you'll feel right at home here. QS was named as one of Newsweek's Top 100 Most Loved Workplaces in the UK (October 2023) – recognition of the respect, trust and appreciation that drive our culture every day and as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it's official: QS is a place where everyone can thrive.

As a Student Enrolment Advisor, this is what you'll be doing:

The Student Enrolment Advisor (SEA) will work within a friendly, diverse and supportive team to provide excellent customer service to students from around the world. 

They will be responsible for managing the 1:1 communication with prospective students on behalf of our clients. By answering prospects queries with accuracy, speed and enthusiasm, and supporting them throughout the decision-making process, their work will ultimately increase enrolments at the given institution. 

Through this Entry-level role they will learn how to use effective questioning and rapport-building to market and promote the Client they are representing. They will also be introduced to Account Management responsibilities.

Successful candidates will be trained in the psychology of decisions making, effective writing, marketing techniques, university branding and the UK higher education market. As we care about growth, both professionally and personally, successful candidate can also expect the following career progression should they consistently satisfy and exceed internal targets and expectations.

Role responsibilities:

• Build excellent relationships with students and their parents by providing effective case management with personalised follow ups; in order to connect with, engage, support and ultimately convert prospective students 
• Manage all communication channels effectively including phone, email, social media channels and others, while focusing on high quality customer service and conversion 
• Work as part of a team to plan, coordinate and deliver effective inbound or outbound campaigns that meet quality goals and client objectives 
• Adhere to client protocols and best practices to ensure enquiries are promptly, professionally and effectively responded 
• Ensure that company protocols are adhered to, and targets are achieved by effectively managing work queues that meets the expected response time and quality goals 
• Proactively liaise with internal and external stakeholders to identify and resolve problems and ultimately deliver an excellent experience throughout the student journey by providing accurate information and guidance 
• Organise internal stakeholder meetings to drive the account direction and maintain outstanding working relationships with the team at large 
• Ensure that data capture and reporting requirements are completed effectively by using QSES's internal tools and software e.g. CRMS to maintain accurate and complete data records 
• Engage in data, template, and query checks to ensure that client integrity and branding is maintained and upheld 
• Proactively provide feedback to continuously improve enquiry, application and offer processes or other operational workflows 
• Provide in-person counseling support at events and activities representing the client institution when required 
• Take part in development opportunities by mentoring fellow colleagues through training refreshers and Onboarding sessions 
• Translate copies of texts and templates from other languages into English as and when required (if possesses relevant language proficiency)  
• Complete any other ad-hoc tasks as and when assigned by the Team Leaders and/or Managers 

Key skills and experience:

• Bachelor's degree, diploma, or equivalent experience.
• Strong proficiency in English, both written and spoken.
• Comfortable using Microsoft Office applications, including Excel, Outlook, Word, and PowerPoint.
• Ability to plan and manage multiple tasks, set priorities, and adapt to changing conditions.
• Strong interpersonal skills with the ability to build positive relationships and work effectively in a team environment.
• Knowledge of additional languages (such as Chinese, Hindi, or other Asian/European languages) and/or 1–2 years of experience in a customer service environment are welcome but not required
  

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We're behind the world's most widely read university rankings (Meltwater Our QS World University Rankings reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world's leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education.

Join QS and you'll join an 800-strong community of problem-solvers, creators, collaborators and change-makers based in 40+ countries and 11 international offices, including Australia, Malaysia, India, Romania, Singapore, France, Germany, the USA and our headquarters in London.

With every talented new hire, business acquisition and bold initiative, we're strengthening our reach and delivering even greater value to institutions and learners worldwide. Are you ready to shape the future of higher education?

We take investing in our people very seriously.

• Competitive base salary  
• Access to an annual bonus scheme (for qualifying roles only) 
• 20 days annual leave, plus public holidays 
• Generous maternity and paternity leave  
• Access to an Employee Assistance Programme (EAP) and MiCare health 
• A vibrant social environment and multicultural and multinational culture 

But that's not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
• A focus on welfare which is led by our global wellness team, with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
• Support for volunteering and study leave 
• Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme    

Like what you've heard? Great, apply now

As a candidate, we know the application and interview process can be daunting and so it's important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation 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. 

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