Purpose: Serves as the single point of contact for all student inquiries requests and complaints related to the Program.
The program supports students academically culturally and socially. Through a structured framework that ensures a successful transition and experience overseas.
Program plays a key role in developing globally minded graduates who return with the skills and exposure needed to contribute to the UAEs national priorities.
Position Purpose
The Student Affairs Partner serves as the primary point of contact for all student-related inquiries requests and concerns under the Program. This role ensures a smooth and responsive student experience by managing communications resolving cases efficiently and providing continuous support to students throughout their academic journey. The candidate also plays a key role in maintaining accurate student data and ensuring compliance with established service standards and policies.
Key Responsibilities
Student Support & Case Management
Serve as the first point of contact for all student inquiries requests and complaints related to the Program.
Work with students based in the USA Canada Australia and New Zealand and be able to work within the time zones of these countries and be on call capacity.
Receive log triage and categorize cases in the Case Management System in line with defined workflows. Address and resolve low-complexity cases and escalate high-complexity cases to the team lead.
Monitor open cases to ensure timely resolution within an agreed timeframe.
Communicate regularly with students to provide updates clarifications and resolutions in a professional and empathetic manner.
Ensure all interactions with students are logged accurately in the system or assigned to tracker for audit and reporting purposes.
Coordination & Communication
Collaborate closely with internal team members including advisors mentors finance and team leads to ensure effective case resolution.
Maintain clear communication channels between students Client staff and service providers.
Participate in regular case review meetings to identify trends recurring issues and opportunities for process improvement.
Support orientation onboarding and awareness sessions for new or returning students ensuring clear understanding of program guidelines and requirements.
Data Integrity & Reporting
Ensure accuracy and completeness of student data within the case management and reporting systems.
Generate and maintain weekly and monthly reports on case volumes and resolution times.
Identify common issues or areas of concern and provide input for service quality enhancements.
Support the development and maintenance of standard operating procedures (SOPs) for case management.
Quality Assurance & Student Experience
Promote a student-centered approach in all interactions to ensure positive engagement and satisfaction.
Provide feedback and suggestions for improving the student experience and communication processes.
Uphold confidentiality professionalism and data protection standards in all dealings with students information.
Qualifications & Experience
UAE National
24 years of experience in student services academic administration or customer relations/customer-facing experience (preferably in education).
Diploma or Bachelors degree in Education Communication Business Administration or a related field.
Experience working in education scholarship programs or government entities is highly preferred.
Strong communication and interpersonal skills with a service-oriented approach.
Excellent organizational skills and attention to detail.
Proficiency in MS Office and familiarity with CRM or case management systems.
Fluency in English and Arabic is required.
Key Competencies
Student-Centric Communication
Case Management and Problem Solving
Coordination and Collaboration
Data Accuracy and Documentation
Time Management and Prioritization
Professionalism and Confidentiality
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