Officer, Student Services

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RMIT is seeking Officers, Student Services (02 in Hanoi and 02 in Ho Chi Minh City) to deliver responsive, student-centred support and ensure a high-quality experience across student administration services through accurate, timely, and professional assistance.
WHY JOIN RMIT VIETNAM?
At RMIT Vietnam, international exposure meets real-world impact through strong industry and government collaboration. Working at RMIT means building a meaningful career while creating impact in a high-performing environment.
Further insight into our mission, impact and global connections is available in the RMIT Vietnam Profile.
WHAT WE OFFER
Competitive remuneration VND package for candidates with salary starts from 19,233,000 VND gross per month.
13th month Tet bonus
Private Health insurance for you and your family, plus Personal Accident Insurance
Generous annual leave, sick leave, volunteer leave and public holidays (Christmas and Tet Holidays)
Professional development and career advancement
Access to state-of-the-art facilities and resources
A vibrant and diverse campus life and more!
POSITION SUMMARY
The Officer, Student Services plays a key role in delivering consistent, student-centred experience by providing timely and accurate support across student administration services. The position contributes to the effective day-to-day
operations of Student Connect, ensuring enquiries are handled in line with University standards and service expectations.
Working within established processes and systems, the role supports students to access services and information efficiently, while maintaining accurate records to enable service continuity and improvement. As part of a collaborative team, the Officer, Student Services contributes to a reliable, responsive, and continuously improving service environment.
KEY ACCOUNTABILITIES
1. Student enquiry handling & resolution
Respond to student enquiries across approved service channels (e.g. phone, webchat, portal, walk-in), providing clear and consistent information in line with University policies and procedures.
Resolve enquiries related to student administration, including academic records and official student documents (e.g. transcripts, testamurs, confirmation of enrolment letters), fees, payments and refunds, insurance, graduation, and other general administrative matters.
Work collaboratively with relevant stakeholders (e.g. Academic Registrar's Group, Finance) to ensure consistent service delivery and effective resolution of student enquiries.
Promote the use of self-service tools by guiding students to appropriate resources and digital platforms (e.g. RMIT website, myRMIT). Support students in navigating these platforms to complete relevant student administrative tasks.
2. Student ID card management
Manage end-to-end student ID card services, including processing requests, issuing cards, and responding to related enquiries (e.g. replacement, fee payment, room access).
Manage the storage and handling of invalid or expired student ID cards in line with University policy.
3. General responsibilities
Maintain accurate and complete enquiry records, including correct categorisation and documentation, to support reporting and service improvement.
Participate in team meetings and service improvement activities, identifying opportunities for service enhancement and automation.
Maintain knowledge of relevant University policies, procedures, and systems.
Undertake other duties as required, consistent with the classification of the role.