Senior Officer, Prospective Student Enquiries (International)

at  Deakin University

Job no: 561375
Work type: Full-time
Location: Melbourne - Burwood
Categories: Student Services, Customer Service

Seeking a Senior Officer for Prospective Student Enquiries (International) at Deakin University. Manage enquiries, support International prospect students and enhance their experience

• Based at our Melbourne, Burwood Campus + hybrid work arrangements
• Full-time and continuing
• HEW 6 $92,573 - $99,972 + 17% Superannuation

The Senior Officer, Prospective Student Enquiries (International) provides advice, support and administrative services in relation to enquiry management for International prospective students. Acting as an escalation point for the International Prospective Student Enquiries team, they address complex and escalated queries, and coaching and mentoring team members. The position will also support projects and provide on-going support to the Team Leader.
Proficiency in one of the following languages is desirable: Vietnamese, Bahasa Indonesia, or Mandarin

As a Senior Officer, Prospective Student Enquiries (International) you will:

• Provide tailored and high-level advice to prospective students via phone, email, livechat whilst adhering to privacy legislations and policies and procedures
• Ensure that the Future Students database (Salesforce) is maintained by accurately recording prospective student enquiries
• Create meaningful reporting to support decisions and effective lead management
• Be first point of contact for all team members product knowledge, escalations, processes enquiries and technical enhancements.
• Engage in process improvement activities, taking initiative to continuously update course and Deakin knowledge across the team
• Coordinate and maintain contact strategies for international conversion campaigns
• Identify gaps in prospective student journey, designing optimisations in both processes and strategies
• Support Team leader with daily operations, tasks and projects