Student Success Officer Asia

Responsibilities
Customer & Student Support
• Support a group of international students (approximately 30-40 students) regarding attendance, assignments, engagement, and communication in class.
• Conduct 1-1 sessions with students (by request or proactive identification of support needs) and document session summaries on the Personal Wellbeing Plan (PWP) system.
• Authorize students who cannot attend lessons and inform teachers accordingly.
• Work closely with teachers to update escalation cases and maintain timely communication with parents/customers.
• Communicate regularly with parents/customers to ensure they are fully informed of student progress or concerns.
• Organize and participate in regular parent meetings and parent orientation sessions.
• Hold induction sessions for new students.
• Distribute end-of-term and half-term reports.
• Ensure all phone calls and text messages are answered promptly and professionally.
• Redirect calls or accurately record and pass messages to relevant staff members.
• Update PWP with student notes, including escalations or information provided by parents/customers.
• Follow up and control post and comments of students on Social Space to ensure the content is appropriate
Admin & Support task
• Translate student care documents (E-V, V-E)
• Assisting with the team in preparing survey and evaluation reports
• Assisting with other administrative tasks for the team
• Support online and offline events.
Academic
Monitor the Cambridge exam process at Nisai Global School (registration, exam fees, contact candidates, support on-site, etc.)
Contact the Exam center with any relevant requirements
Support students regarding the exam choices, process, and further requirements
Support the Academic Coordinator in researching & updating the information about the Cambridge Exam (IGCSE; AS/ A Levels), doing the academic training for internal staff, and monitoring the school's scholarship programs
Issuing Confirmation of Student, Transcript for students per request
Responsible for the scholarship student groups in organizing and managing the program's progress.
Duties & Compliance
• Work one shift per week during lesson time (11:00 AM - 1:00 PM & 3:00 PM - 8:00 PM) to support and promptly update student requests (work from home using personal devices).
• Update and share positive feedback and case studies with the Marketing team and other relevant departments.
• Comply with all policies related to:
• Child protection
• Health & safety
• Confidentiality
• Data protection
• Ensure all communications are Data Protection compliant.
• Escalate safeguarding issues in a timely and confidential manner.
• Maintain thorough knowledge of subjects and course specifications (Cambridge/Pearson curriculum).
• Ensure all company policies and procedures are followed.
• Protect all company assets.
• Support colleagues to ensure all priorities are met.
• Perform additional tasks as assigned to maintain high standards of service.