RMIT Vietnam
Education
StudentAdvisor
Neural analysis suggests this role is
optimal for Mid candidates.
“Student Advisor at RMIT Vietnam. Skills: customer service, issue resolution, stakeholder coordination, relationship management, leadership, coaching. Deliver high-quality services in a dynamic and innovative environment. Provide information, advice, or issue resolution with a high standard of customer service”
What You'll Achieve.
Achieve Student Connect service measurement indicators: Net Promoter Scores (NPS), Net Effort Scores (NES), and Effectiveness (EFF); Resolve 70% of enquiries and issues at their tier level without escalating to the management levels
Industry & Context.
Demonstrated complex issue resolution and decision-making skills; Ability to source relevant additional information
English proficiency, background checks, eligibility for a work permit (for international candidates)
What They're Looking For.
Must Have
Bachelor’s Degree in a relevant discipline, At least 2 years of experience in a customer service role where the expectation was to deliver high level of customer service across a broad range of service areas, preferably in an education environment, Demonstrated ability to maintain confidentiality and deal with sensitive and difficult situations in a professional and diplomatic manner, Demonstrated complex issue resolution and decision-making skills, including the ability to source relevant additional information, Well-developed interpersonal skills, including negotiation, liaison, and cross-cultural Ability to build and maintain effective relationships in a culturally diverse environment utilising interpersonal communications skills, Excellent written and verbal communications skills, including the ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences, Demonstrated ability to work flexibly and efficiently as a member of a team in a high-volume customer-focused environment, Ability to prioritise workload in order to meet deadlines and service expectations, Proven leadership and experience in coaching and aligning team members to achieve high performance outcomes, Experience and familiarity with database systems and other relevant software, Ability to display appropriate behaviours in line with the position, RMIT Values and RMIT Leadership Model, IELTS (General) with a score of at least 6.5 (or equivalent)
What You'll Do.
Deliver high-quality services in a dynamic and innovative environment
or issue resolution with a high standard of customer service
Deliver quality service and advice
complex issue resolution
and referral to other services
Demonstrate a commitment to service excellence and a service ethic
Resolve 70% of enquiries and issues at their tier level without escalating
Handle feedback and first level complaints from students and family
Coordinate the student complaint procedure
Provide consultations to students and their families in relation to academic program maps
and extracurricular opportunities
Help students navigate the University resources on campus and virtually
Coordinate with a wide range of internal stakeholders to provide comprehensive and timely responses to student enquiries and especially complex issues
Make referrals to relevant support services where needed
Maintain broad familiarity and timely updates on knowledge about all University areas
Lead the concierge recruitment process every semester
Conduct process training and provide daily coaching and direct supervision to concierges
Establish and manage effective relationships with all relevant stakeholders internally and externally
Use effective and professional communication in all dealings
Actively contribute feedback and improvement suggestions to the review of administrative processes and academic programs
Demonstrate the student-centred and innovative approach to continuously create unique student experience and innovations
Actively contribute to a positive culture and team environment
Master RMIT student database
Student Administration Management Systems (SAMS)
administrative systems
service management platform (SMP)
student learning platforms
and student portal to manage student cases and coordinate the support process
Manage customer data entry and document filings accurately and securely
Draft and conduct Student Connect presentations to Student Orientation
Parent Information Session
and Onboarding Support events
Actively support and participate in other University events
Perform other tasks as assigned
How You'll Work.
Team & Collaboration
Coordinate with a wide range of internal stakeholders; Establish and manage effective relationships with all relevant stakeholders internally and externally; Contribute to team discussion, project contributions and feedback; Coach and align team members to achieve high performance outcomes; Coordinate the student complaint procedure with the Academic Registrar Group and other University areas such as Operations, Engagement, and Academic Schools
Communication Scope
Excellent written and verbal communications skills; Ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences; Effective and professional communication in all dealings with internal and external contacts
Full Job Description
## Overview: RMIT Vietnam is seeking a **Student Advisor** to join our community and deliver high-quality services in a dynamic and innovative environment. **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 Vietnamese candidates. * 13th month Tet bonus * Private Health insurance for you and your family, plus Personal Accident Insurance * Generous annual leave, career 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 Student Connect provides simple ways to access student service and support, caters to the administrative/ educational needs and general enquiries of current students and families. The provision of information, advice, or issue resolution is delivered using a high standard of customer service intended to exceed our customers’ expectations. The Student Advisors in Student Connect deliver quality service and advice, timely responses, complex issue resolution, case management, and referral to other services when appropriate. The Student Advisor is a customer service professional and is expected to take a strong interest in the field of customer service. **Reporting line:** Reports to: Senior Student Advisor, Student Connect Indirectly reports to: Manager, Student Connect _Reporting lines may be adjusted in line with organisational changes._ **Key Accountabilities Summary** * Demonstrate a commitment to service excellence and a service ethic through the provision of quality service and advice, timely resp
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