Student Success Officer - Asia (Student Support)

Customer & Student Support: Support a group of international students regarding attendance, assignments, engagement, and communication in class.

Have 1-1 sessions with students by request or by seeing a requirement for support, ensuring that a summary of the session is documented on the Personal Wellbeing Plan (PWP) system.

Authorized students who cannot attend lessons and inform teachers accordingly.

Work with teachers to update the escalation cases and keep in contact with parents/ customers to provide information promptly.

Communicate with parents/customers regularly to ensure they are informed of any student issues.

Hold induction sessions for new students.

Distribute the end-of-term reports and half-term reports.

Ensure all phone calls/ text messages are answered promptly and professionally.

Re-directing phone calls or taking and passing on accurate messages for specific staff responsible for students' queries.

Update PWP with student notes with any escalations to parents/customers or from information provided by the parents/customers.

Enrichment (Skill – up): In charge of an online student club every Saturday morning (Talkfest, Debate).

Distribute the lesson plan for each session and work with the Coordinator to finalize the content.

Manage NVA Social Space and post interactive content with students.

Support regular activities such as the Nisai Show, Proud Nisaiers, and other online competitions.

Send feedback or reports to each club member after the session.

Participate in planning and supporting offline extra-curricular activities or events.

Duties & Compliance: Work shift once a week during lesson time (11 am - 1 pm & 3 pm – 8 pm) to support and update students' requests promptly (work from home with personal devices).

Update and share positive feedback and case studies with other relevant departments.

Be aware of, and comply with, policies and procedures relating to child protection, health and safety, confidentiality, and data protection, reporting all concerns to an appropriate person.

Ensure all communications are Data Protection compliant.

Escalate any safeguarding issues in a timely and confidential manner.

Ensure all company policies and procedures are adhered to.

Ensure maximum knowledge of subjects and course specifications.

Ensure that all company assets are protected.

Carry out any other tasks given to ensure that high standards are maintained.

Providing support to other colleagues to ensure that all priorities are met.

for support, ensuring that a summary of the session is documented on the Personal Wellbeing Plan (PWP) system. Authorized students who cannot attend lessons and inform teachers accordingly. Work with teachers to update the escalation cases and keep in contact with parents/ customers to provide information promptly. Communicate with parents/customers regularly to ensure they are informed of any student issues. Hold induction sessions for new students. Distribute the end-of-term reports and half-term reports. Ensure all phone calls/ text messages are answered promptly and professionally. Re-directing phone calls or taking and passing on accurate messages for specific staff responsible for students' queries. Update PWP with student notes with any escalations to parents/customers or from information provided by the parents/customers. Enrichment (Skill – up): In charge of an online student club every Saturday morning (Talkfest, Debate). Distribute the lesson plan for each session and work with the Coordinator to finalize the content. Manage NVA Social Space and post interactive content with students. Support regular activities such as the Nisai Show, Proud Nisaiers, and other online competitions. Send feedback or reports to each club member after the session. Participate in planning and supporting offline extra-curricular activities or events. Duties & Compliance: Work shift once a week during lesson time (11 am - 1 pm & 3 pm – 8 pm) to support and update students' requests promptly (work from home with personal devices). Update and share positive feedback and case studies with other relevant departments. Be aware of, and comply with, policies and procedures relating to child protection, health and safety, confidentiality, and data protection, reporting all concerns to an appropriate person. Ensure all communications are Data Protection compliant. Escalate any safeguarding issues in a timely and confidential manner. Ensure all company policies and procedures are adhered to. Ensure maximum knowledge of subjects and course specifications. Ensure that all company assets are protected. Carry out any other tasks given to ensure that high standards are maintained. Providing support to other colleagues to ensure that all priorities are met.

Requirements: 1y+ of experience in related field is a plus. Excellent communication skills (oral and written). Language

requirements: IELTS 7.0. Able to work under tight deadlines and multi-task effectively. Ability to develop productive relationships with other teams around the network.

Trained about Cambridge/Pearson curriculum by seniors.

12 days annual leave; after working for 3 years, get an extra day of leave.

Paid sick leaves.

Salary reviews every year.

Annual health check.

Working hours: Mondays to Fridays: 9:00 AM to 5:45 PM (work at the office).

Saturdays: 9:00 AM to 12:00 PM (work from home according to the enrichment sessions schedule).

One Saturday work at the Office: 9:30 AM to 4:30 PM.

Place: Gold Tower Building, 275 Nguyen Trai, Thanh Xuan, Ha Noi.