Job Description:

Responsible for enhancing the Student Experience through acting as a single point of contact between students and ESLSCA University, coordinating all kinds of voice & digital requests and resolving issues or complaints in a timely manner maintaining ESLSCA University professional image.

Accountabilities:

• Attends to all kinds of student inquiries through voice phone calls and handles online student cases (requests, inquiries and issues ) received through student’s portal.
• Receives and retrieves all course schedules from Academic Affairs for each semester/ round, registration plans.
• Identifies and assesses students’ needs (case-by-case) to best resolve their issues.
• Handles students’ complaints through providing appropriate solutions and alternatives within the set time frame. 
• Follows up on complaints with all stakeholders to ensure resolution and proper closure.
• Takes the extra mile to enhance the student experience through applying best CRM techniques.
• Collects feedback on regular basis, Analyzes the student data (student issues/ requests VS. enrolled programs) detecting student’s behavior and common interactions.
• Responds to the students financial inquires and requests in light of ESLSCA’s related policies and procedures. 
• Communicates all information to his/her assigned intake / classes’ Students: registration dates; semester starting/ ending dates; schedules; reschedules; cancellations; and all forms of announcements. 
• Registers the first semester students to their preference selection (designated campus, class, professor) as per class availability. 
• Registers current students after reviewing any outstanding academic/financial dues at the registration and final exams stages. 
• Acts as a single point of contact for all student requests, inquiries or complaints and handles with all concerned departments/ Offices. 
• Resolves students’ complaints in an efficient and timely manner. 
• Performs any other ad-hoc tasks that might be assigned by the direct Manager.