Student Services Executive

JOB PURPOSE

The Student Services Executive provides critical administrative, logistical, and compliance support across core student lifecycle functions, including visa administration, trip and excursion coordination, and school transport monitoring. The role demands the execution of accurate documentation with precision, on-time delivery, and the management of all front-line customer services to achieve exceptional customer satisfaction and a high-quality user experience.

KEY RESPONSIBILITIES

1. Student & Guardian Visa Administration

• MOE & Visa Application : advising parents on specific document requirements, while systematically collecting and collating all submissions.

• Form Preparation: Complete preparation and drafting of all required visa application forms and collating all related documentation for Ministry of Education (MOE) and Immigration

• Fieldwork & Submissions: Physical travel to MOE, Immigration departments, and relevant authorities for document submissions, passport endorsements, and standard follow-ups

• Compliance Management: keeping track of changes to MOE /immigration regulation, updating the visa application checklists and communicate with parents on timely basis

• Application Status Updates : Proactive follow-ups on application status, keeping parents updated on a timely basis, and alerting them immediately if further action is required.

• Data Tracking & Renewals: Maintenance of the internal tracking database and execution of timely visa expiry renewal notifications to parents.

• Risk Flagging: escalate potential delays or documentation gaps to supervisor and parents for immediate action

2. Student Trips, Educational Excursions & Challenge Week

• Academic Planning Support: Provide administrative, registration, and payment tracking support for local and international excursions, student activities, and Challenge Week programs

• Pre-Trip Logistics: Arrangement of flight bookings, local transportation logistics, and student travel insurance according to the approved trip plan.

• Travel Approvals: Preparation and submission of necessary compliance documentation for Ministry of Education (MOE) travel approval applications.

• On-Excursion Operational Support: in campus logistic support and insurance liaison while students are on active excursions.

• Post-Return logistics: Support and process post-trip insurance claims.

4. School Transport Monitoring

• Onsite Inspections & Daily Reporting: Daily physical inspections of school transportation during morning arrivals and afternoon departures, with routine status reporting to management.

• Vendor & Staff Liaison: Operational bridge between transport vendors and academic staff regarding route updates, delays, or schedule changes.

• Escalation & Resolution: Immediate handling and timely escalation of transport complaints, safety anomalies, or extensive delays for prompt management action.

5. Student Services & Operational Coverage

• Operational Ad-hoc Support: Rotational or ad-hoc back-up coverage for the front desk reception and other student services functions

• Stakeholder management : Delivery of solution-oriented customer service to parents, students, visitors, and internal stakeholders.

• Executive Directives: Execution of any other a duties and special projects assigned by the General Manager of Operations.

JOB SPECIFICATIONS

Qualifications & Experience

• Minimum of 2 year of working experience, preferably in education, administrative operations, or customer service sectors.

• Prior experience handling international student and guardian visa applications is highly advantageous.

• Process a valid driving license

COMPETENCIES

TECHNICAL COMPETENCIES

• Bilingual Proficiency (English & Bahasa Malaysia) Mandarin is an advantage

• MOE & Immigration Portal / Process Knowledge

• Data Administration & Database Tracking

• Travel Logistics & Insurance Coordination

• Microsoft Office Literacy (Excel, Word)

BEHAVIOURAL COMPETENCIES

• Meticulous attention to detail and organization

• Stakeholder communication and interpersonal skills

• Service-oriented mindset and team collaboration

• Adaptability, initiative, and problem-solving resilience