Student Journey Coordinator

The purpose of the role is to support students throughout their studies by maintaining proactive communication, encouraging attendance, and ensuring timely engagement with key academic milestones. The Student Journey Coordinator will contact students across the University, particularly those at risk of withdrawal, to connect them with the appropriate support services and encourage re-engagement and continued progress in their studies.


Responsibilities: 

• Carry out outbound calls, emails, and messages to students to ensure they are attending classes, submitting assessments, and engaging with their studies.
• Provide a professional and empathetic service to students, ensuring every contact adds value to their experience. Promote a positive perception of the university through friendly and informed communication.
• Support students in understanding academic processes, deadlines, and escalation routes for further help.
• Contact students who have missed classes, deadlines, or modules to encourage re-engagement and record reasons for non-attendance.
• Log all communications accurately on relevant systems (SITS, Salesforce, or equivalent).
  
• Undertake other duties as appropriate to the role

Qualifications: 

• Bachelors Degree 
• 2+ years in a volume outbound call environment, ideally in customer retention 
• Excellent standard of spoken and written English. 
• Confident telephone manner with the ability to engage and motivate students 
• Able to manage own workload and motivate themselves. 
• Strong organisational skills with the ability to work quickly and accurately under pressure. 
• Familiarity with maintaining any customer database.   

Work Arrangement

• Work Schedule: 8AM UK time (4:00 PM to 1:00 AM)
  
• Work Location: Robinsons Zeta Tower, C5 Road, Ugong Norte, Quezon City. The area is beside Opus Mall and across Tiendesitas and IPI Pasig. It is accessible from Ortigas CBD, Eastwood, C5 Road, and Rizal areas
• This is an on-site position for 4 months, with the option to transition to a hybrid work set up of once a week after successfully passing the 3rd month performance review.
• Target start date is December 1