Customer & Student Support
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.
Update PWP with student notes with any escalations to parents/customers or from information provided by the parents/customers.
Communicate with parents/customers regularly to ensure they are informed of any student issues.
Support a group of international students (around 20 – 35 students) regarding attendance, assignments, engagement, and communication in class.
Re- directing phone calls or taking and passing on accurate messages for specific staff responsible for students&039; queries.
Distribute the end- of- term reports and half- term reports.
Work with teachers to update the escalation cases and keep in contact with parents/ customers to provide information promptly.
Hold induction sessions for new students.
Ensure all phone calls/ text messages are answered promptly and professionally.
Authorized students who cannot attend lessons and inform teachers accordingly.
Enrichment (Skill – up)
Distribute the lesson plan for each session and work with the Enrichment coordinator to finalize the content.
Coordinate and deliver sessions of the Skill- up program.
Participate in planning and supporting offline extra- curricular activities or events.
In charge of an online student club every Saturday morning/ afternoon (Talkfest, Debate, Public Speaking, Innovation, ...).
Send feedback or reports for each club member after the session.
Duties & Compliance
Carry out any other tasks given to ensure that high standards are maintained.
Participate and complete the NOCN Level 3 Teaching and Training course internally.
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 maximum knowledge of subjects and course specifications.
Escalate any safeguarding issues in a timely and confidential manner.
Update and share positive feedback and case studies with the Marketing team, and other relevant departments.
Work shift once a week during lesson time (12 pm- 1 pm & 3 pm – 9 pm) to support and update students&039; requests promptly (work from home with personal devices).
Providing support to other colleagues to ensure that all priorities are met.
Ensure all communications are Data Protection compliant.
Ensure all company policies and procedures are adhered to.
Ensure that all company assets are protected.
Requirements
Able to work to tight deadlines and multi- task effectively.
1y+ of experience in related field is a plus
Ability to develop productive relationships with other teams around the network.
Excellent communication skills (oral and written). Language requirements: IELTS 7.0.
Benefits
Fast- paced and multinational working environment
Gross Salary: 9,000,000- 12,000,000 VND (agreement according to capacity)
Internal Training (Technical & Functional)
Supportive and professional colleagues
I, 12 days leave per year
Salary reviews every year
Working hours
Saturdays: 1:30 PM to 5:00 PM (work from home)
Mondays to Fridays: 9:00 AM to 5:30 PM (work at the office)
Address: Gold Tower Building, 275 Nguyen Trai, Thanh Xuan, Ha Noi
