Student Success&Case Partner (UAE National)

<p>The<strong>Student Affairs Partner</strong><strong>(UAE National)</strong>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.<br></p><p><strong>Key Responsibilities:<br></strong></p><p><strong>Student Support&Case Management<br></strong></p><p>Serve as the first point of contact for all student inquiries, requests, and complaints related to the Program.<br></p><p>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.<br></p><p>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.<br></p><p>Monitor open cases to ensure timely resolution within an agreed timeframe.<br></p><p>Communicate regularly with students to provide updates, clarifications, and resolutions in a professional and empathetic manner.<br></p><p>Ensure all interactions with students are logged accurately in the system or assigned tracker for audit and reporting purposes.<br></p><p><strong>Coordination&Communication<br></strong></p><p>Collaborate closely with internal team members including advisors, mentors, finance and team leads, to ensure effective case resolution.<br></p><p>Maintain clear communication channels between students, Client staff, and service providers.<br></p><p>Participate in regular case review meetings to identify trends, recurring issues, and opportunities for process improvement.<br></p><p>Support orientation, onboarding, and awareness sessions for new or returning students, ensuring clear understanding of program guidelines and requirements.<br></p><p><strong>Data Integrity&Reporting<br></strong></p><p>Ensure accuracy and completeness of student data within the case management and reporting systems.<br></p><p>Generate and maintain weekly and monthly reports on case volumes, and resolution times.<br></p><p>Identify common issues or areas of concern and provide input for service quality enhancements.<br></p><p>Support the development and maintenance of standard operating procedures (SOPs) for case management.<br></p><p><strong>Quality Assurance&Student Experience<br></strong></p><p>Promote a student-centered approach in all interactions to ensure positive engagement and satisfaction.<br></p><p>Provide feedback and suggestions for improving the student experience and communication processes.<br></p><p>Uphold confidentiality, professionalism, and data protection standards in all dealings with student information.<br></p><p><strong>Qualifications:<br></strong></p><p><strong>UAE National<br></strong></p><p>2–4 years of experience in student services, academic administration, or customer relations/customer-facing experience (preferably in education).<br></p><p>Diploma or Bachelor’s degree in Education, Communication, Business Administration, or a related field.<br></p><p>Experience working in education, scholarship programs, or government entities is highly preferred.<br></p><p>Strong communication and interpersonal skills, with a service-oriented approach.<br></p><p>Excellent organizational skills and attention to detail.<br></p><p>Proficiency in MS Office and familiarity with CRM or case management systems.<br></p><p>Fluency in English and Arabic is required.<br></p>#J-18808-Ljbffr