Customer Relationship

Position Objective

Customer Relationship Officer is responsible for building and maintaining strong relationships with prospective and enrolled students throughout their journey before officially starting university.

The role focuses on engaging students who have applied or confirmed their enrollment, providing timely information and support, resolving concerns, and creating meaningful engagement activities throughout the 7–8 months period prior to the start of the academic year.

The key objective is to deliver an excellent student experience, strengthen students' connection with the university, and increase enrollment conversion while minimizing student drop-off before registration and the first day of university.

Key Responsibilities

Student Relationship & Engagement

• Build and maintain strong relationships with prospective and enrolled students through various online communication channels, including LINE groups and other digital platforms.
• Actively participate in student guidance and recruitment communication groups to provide accurate, timely, and helpful information.
• Engage with students who have applied or confirmed their enrollment but have not yet started university, providing continuous support and guidance throughout the pre-enrollment journey.
• Proactively follow up with students to understand their needs, concerns, and expectations and provide appropriate assistance.
• Create a positive and engaging experience that strengthens students' confidence and connection with the university.

Student Conversion & Retention

• Monitor and follow up with students throughout the period between application/enrollment confirmation and official registration.
• Identify students who may be at risk of withdrawing or changing their enrollment decision and proactively engage them to understand and address their concerns.
• Coordinate with relevant teams to resolve issues that may affect students' enrollment decisions.
• Support student conversion and retention initiatives to help achieve the university's enrollment targets.

CRM & Communication Management

• Maintain accurate and up-to-date student information, interaction records, follow-up status, and engagement activities in the CRM system or relevant databases.
• Coordinate information across departments to ensure students and guidance counselors receive accurate and consistent information.
• Analyze student inquiries, feedback, and needs to identify recurring issues and opportunities to improve the student experience.
• Provide prompt initial consultation and problem-solving support to students and school guidance counselors.

Engagement Program & Project Management

• Develop and manage a structured Student Engagement Plan for students who have confirmed their enrollment.
• Create a 7–8 months engagement roadmap and timeline covering the period from enrollment confirmation through the start of the academic year.
• Plan and coordinate engagement activities, communications, events, and touchpoints to maintain students' interest and connection with the university.
• Track project progress, key milestones, participation, and outcomes to ensure activities are delivered according to plan.
• Work closely with relevant departments to continuously improve engagement initiatives based on student feedback and results.

School & Event Coordination

• Coordinate with schools regarding university visits and other assigned relationship-building activities.
• Support education guidance activities, student recruitment events, open houses, and other university events as required.
• Travel to different locations to support student guidance and engagement activities when necessary.

Reporting & Insights

• Maintain accurate student engagement and CRM data using tools such as Excel, Google Sheets, CRM platforms, or other relevant systems.
• Prepare reports and summaries on student engagement, follow-up status, conversion, participation, and key issues.
• Provide relevant insights and information to management to support decision-making and improve student engagement strategies.

Qualifications

• 1–2 years of experience in Customer Relationship Management (CRM), Customer Service, Sales, Student Services, Project Management, or a related field.
• Strong project management skills, with the ability to plan activities, develop timelines and roadmaps, monitor progress, and deliver projects on schedule.
• Experience using CRM systems, databases, Excel, Google Sheets, or other relevant tools for tracking customer information and preparing management reports.
• Strong proficiency in social media, chat applications, and digital communication platforms for customer engagement.
• Excellent communication, interpersonal, and relationship-building skills.
• Service-minded, proactive, and highly attentive to detail, particularly in managing student and customer information.
• Strong problem-solving skills with the ability to respond quickly and appropriately to student and customer needs.
• Passionate about creating an excellent student experience and building long-term relationships with students.
• Able to work effectively under pressure and manage multiple priorities in a fast-paced environment.
• Willing and able to travel to support education guidance activities and university events when required.

Preferred Profile

We are looking for a proactive and highly engaging relationship builder who genuinely enjoys working with students.

The ideal candidate is someone who can combine CRM, project management, communication, and customer engagement skills to keep students connected and excited about joining the university — from the moment they confirm their enrollment until they officially begin their university journey.