أخصائي شؤون الطلبة

Position Purpose The Student Affairs Partner serves as the primary point of contact for all student-related inquiries, requests, and concerns under the Program. This role ensures a smooth and responsive student experience by managing communications, resolving cases efficiently, and providing continuous support to students throughout their academic journey. The candidate also plays a key role in maintaining accurate student data and ensuring compliance with established service standards and policies. Key Responsibilities Student Support & Case Management · Serve as the first point of contact for all student inquiries, requests, and complaints related to the Program. · Work with students based in the USA, Canada, Australia and New Zealand, and be able to work within the time zones of these countries and be on call capacity. · Receive, log, triage, and categorize cases in the Case Management System in line with defined workflows. Address and resolve low-complexity cases and escalate high-complexity cases to the team lead. · Monitor open cases to ensure timely resolution within an agreed timeframe. · Communicate regularly with students to provide updates, clarifications, and resolutions in a professional and empathetic manner. · Ensure all interactions with students are logged accurately in the system or assigned tracker for audit and reporting purposes. Coordination & Communication · Collaborate closely with internal team members including advisors, mentors, finance and team leads, to ensure effective case resolution. · Maintain clear communication channels between students, Client staff, and service providers. · Participate in regular case review meetings to identify trends, recurring issues, and opportunities for process improvement. · Support orientation, onboarding, and awareness sessions for new or returning students, ensuring clear understanding of program guidelines and requirements. Data Integrity & Reporting · Ensure accuracy and completeness of student data within the case management and reporting systems. · Generate and maintain weekly and monthly reports on case volumes, and resolution times. · Identify common issues or areas of concern and provide input for service quality enhancements. · Support the development and maintenance of standard operating procedures (SOPs) for case management. Quality Assurance & Student Experience · Promote a student-centered approach in all interactions to ensure positive engagement and satisfaction. · Provide feedback and suggestions for improving the student experience and communication processes. · Uphold confidentiality, professionalism, and data protection standards in all dealings with student information. Requirements Qualifications & Experience · UAE National · 2–4 years of experience in student services, academic administration, or customer relations/customer-facing experience (preferably in education). · Diploma or Bachelor’s degree in Education, Communication, Business Administration, or a related field. · Experience working in education, scholarship programs, or government entities is highly preferred. · Strong communication and interpersonal skills, with a service-oriented approach. · Excellent organizational skills and attention to detail. · Proficiency in MS Office and familiarity with CRM or case management systems. · Fluency in English and Arabic is required. Key Competencies · Student-Centric Communication · Case Management and Problem Solving · Coordination and Collaboration · Data Accuracy and Documentation · Time Management and Prioritization · Professionalism and Confidentiality