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Student Services Officer
RMIT School of Education. Respond to student enquiries through phone, webchat, portal, and walk-in channels.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing student enquiries across multiple channels while maintaining accurate records and documentation. Proficient in engaging with stakeholders and promoting self-service tools to enhance student experience.
Highest-signal resume keywords
Bachelor's DegreeStudent Services ExperienceHigh-Volume Enquiry ManagementDatabase Management SystemsOrganisational Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Enquiry ResolutionRecord KeepingService ManagementID Card ServicesFee Payment Processing
Soft Skills
Effective CommunicationTeam CollaborationTime ManagementAdaptabilityCustomer Focus
Tools & Technologies
RMIT WebsiteMyRMITService Management Systems
Certifications & Qualifications
IELTS (General) Score of 6.0
Industry Keywords
University PoliciesAdministrative MattersService ImprovementStakeholder EngagementAutomation Opportunities
About the role
Key responsibilities & impact- Respond to student enquiries through phone, webchat, portal, and walk-in channels.
- Resolve enquiries about academic records, official student documents, fees, payments and refunds, insurance, graduation, and other administrative matters.
- Collaborate with stakeholders including the Academic Registrar’s Group and Finance.
- Promote self-service tools and guide students in using the RMIT website and myRMIT.
- Manage end-to-end student ID card services, including requests, issuing cards, replacements, fee payments, and room access enquiries.
- Store and handle invalid or expired student ID cards according to University policy.
- Maintain accurate enquiry records, categorisation, and documentation.
- Participate in team meetings and service improvement activities.
- Identify opportunities for service enhancement and automation.
- Maintain knowledge of University policies, procedures, and systems.
- Undertake other duties consistent with the role classification.
Requirements
What you’ll need- A bachelor’s degree in a relevant discipline.
- At least 1 year of experience in a student services role.
- Demonstrated ability to handle enquiries across multiple channels in a high-volume environment.
- Ability to engage effectively and professionally with a range of stakeholders.
- Strong organisational and time management skills.
- Ability to prioritise tasks, manage competing demands and meet high service expectations.
- Demonstrated ability to work flexibly and efficiently as a member of a team in a high-volume customer-focused environment.
- Experience with database and service management systems.
- Ability to adapt to new technologies and evolving service delivery models.
- IELTS (General) score of at least 6.0, or equivalent.
- Resume and cover letter are mandatory for application.
Benefits
Comp & perks- Competitive remuneration VND package
- 13th month Tet bonus
- Private Health insurance for you and your family
- Personal Accident Insurance
- Generous annual leave, sick 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!