Job Description

This a Fixed- Term position - renewable or converted to Full Time based on performance
This role is responsible for delivering excellent customer service by providing a wide range of student administration support to students, parents, and staff of the University/College. In addition, the Executive will manage and respond to enquiries related to orientation activities and Clubs & Societies across multiple service platforms (including online chat, email, and other digital channels). The role also includes supporting the planning, coordination, and execution of orientation events to ensure a positive onboarding experience and foster student engagement.
AREAS OF RESPONSIBILITIES * Student Services Communication

• Support the Manager/Assistant Manager in delivering high-quality and comprehensive student administrative services across multiple platforms (SCRM, online portal, email, and phone).
• Handle day-to-day student enquiries by providing timely, accurate, and professional responses through live chat, email, and case management systems.
• Escalate complex cases to the relevant departments while ensuring proper follow-up until resolution.
• Contribute to the development and maintenance of FAQs, knowledge base articles, and communication templates.

• Orientation Programme

• Act as first point of contact for orientation matters, ensuring smooth experience for new students and parents.
• Support the planning, coordination, and delivery of student orientation activities for each intake in collaboration with stakeholders.
• Collect feedback and prepare post-event reports to continuously improve the orientation experience.

• Clubs & Societies (C&S) Administration

• Serve as the first point of contact for all Clubs & Societies support needs through online platforms, email, and in-person consultations.
• Guide students on club registration, membership, event approvals, budgeting, and compliance with university policies.
• Collaborate with the Student Development team and club leaders to promote student engagement and participation.

• Reporting & Administration

• Track and report on orientation participation rates, service response times, and student satisfaction metrics.
• Support the maintenance and enhancement of Taylor's Orientation Portal, including updates of orientation schedules, activities, and key information pages to ensure accuracy and relevance.

• Others

• Actively participate in the service performance management process and development / improvement initiatives.
• Actively participate in staff development / training and team discussions on the continuous improvement and development of services and procedures.
• Carry out any other duties and responsibilities that may be assigned from time to time.

JOB SPECIFICATIONS
MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION
Degree in Business Administration, Psychology, Human Resource Management, or any related discipline.
RELATED EXPERIENCE
Fresh graduates or those with administrative working experience, preferably with a broad range of student services related functions in an educational institution.
COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Good understanding and ability to create an uplifting customer service culture
• Ability to work collaboratively in a team-based work environment.
• Ability to communicate with customers, colleagues, business contacts in a courteous and professional manner
• Creative, resourceful and customer focused
• Possess a good command of English
• Good communication and presentation skills
• Good planning and coordinating skills
• Ability to perform consistently under the pressure of deadlines
• Knowledge of and skills in using computer software e.g. Microsoft software applications
• Ability to work independently in a fast-paced and challenging environment

COMPETENCIES (BEHAVIOURAL)

• Matured and self-motivated
• Dynamic with initiative
• Good team player
• Professional appearance and good working attitude
• Pro-active and results oriented with a drive to succeed and achieve goals
• People oriented with warm and cheerful personality
• A strong sense of responsibility

Skills Required