Overview:
RMIT University CommitmentRMIT is committed to the rights of students and staff to be safe, respected, valued, and treated as an equal in their place of study and work. All staff are expected to share this commitment and contribute to a safer community. While carrying out their role, staff are in a position of trust with students. Staff have a duty of care to report wellbeing concerns about students through the designated channels and uphold to the code of conduct. RMIT Vietnam expects all staff members to comply with its Code of Conduct, policies and procedures, which relate to legal and regulatory requirements and our ways of working.
Why RMIT University Vietnam?
RMIT Vietnam is committed to excellence, innovation, and social responsibility. We welcome applications from qualified and passionate individuals who share our values and vision. RMIT University has a global reputation and ranks 125th globally and 10th in Australia in QS World University Rankings 2026. To learn more about our rankings, please check out our latest facts and figures here Reputation and rankings - RMIT University
RMIT Vietnam has been honoured with the respectable HR Asia Award as Top Employer To Work For in Asia. To find out more about RMIT Vietnam and our current vacancies, please visit our website: https://www.rmit.edu.vn/careers
Your role
The Student Connect is the first point of contact that caters to the administrative and educational needs and general enquiries of current students and family. The provision of information, advice, or issue resolution is delivered using a high standard of customer service intended to exceed our customers’ expectations.
The Student Advisors in Student Connect will deliver quality service and advice, timely responses, complex issue resolution, case management, and referral to other services when appropriate. The Student Advisor is a customer service professional and will be expected to take a strong interest in the field of customer service standards.
Reports to: Senior Student Advisor, Student Connect
Direct reports: Up to 3 student employees (concierges)
Key Accountabilities
Demonstrate a commitment to service excellence and a service ethic through provision of quality service and advice, timely responses, and complex issue resolution to current local and international students, their family and third parties on student enquiries received in person at the Student Connect service point, by telephone, or online via the Student Connect Portal, chat.
Work towards the achievements of Student Connect service measurement indicators: Net Promoter Scores (NPS), Net Effort Scores (NES), and Effectiveness (EFF). Committed to Student Connect KPIs of resolving 70% of enquiries and issues at their tier level without escalating to the management levels. Handle feedback and first level complaints from students and family. Coordinate the student complaint procedure with the Registrar’s Office and other University areas such as Operations, Engagement, and Academic Schools.
Provide consultations to students and their family in relation to academic program maps, University policies, processes, and extracurricular opportunities. Help students navigate the University resources on campus and virtually through the student portal and student website.
Coordinate with a wide range of internal stakeholders to provide comprehensive and timely response to student enquiries and especially complex issues. Make referral to relevant support services where needed and agreed by the students. Maintain broad familiarity and timely updates on knowledge about all University areas so that related student issues can be addressed accurately and transparently.
Lead the concierge recruitment process every semester, conduct process training and provide daily coaching and direct supervision to concierge to assure excellent customer service delivery and smooth referral process between tier-1 student employees and tier-2 Student Advisors.
Establish and manage effective relationships with all relevant stakeholders internally and externally including students and other areas within the University. Use effective and professional communication in all dealings with internal and external contacts.
Actively contribute feedback and improvement suggestions to the review of administrative processes and academic programs in Student Connect team meetings or cross-unit discussions. Demonstrate the student-centered and innovative approach to continuously create unique student experience and innovations. Actively contribute to a positive culture and team environment via team discussion, project contributions and feedback.
Master RMIT student database, student administrative management system (SAMS), service management platform (SMP), student learning platforms, and student portal to manage student cases and coordinate the support process with the University stakeholders.
Manage customer data entry and document filings accurately and securely following the University compliance policy, processes and guidelines.
Join the Senior Student Advisors to draft and conduct Student Connect presentations to Student Orientation, Parent Information Session, and Onboarding Support events. Actively support and participate in other University events such as Experience Day and Graduation.
Other tasks as assigned by the Senior Student Advisor, Student Connect.
Key Selection Criteria
A Bachelor’s Degree in a relevant discipline
At least 2 years of experience in a customer service role where the expectation was to deliver high levels of customer service across a broad range of service areas, preferably in an education environment.
Demonstrated ability to maintain confidentiality and deal with sensitive and difficult situations in a professional and diplomatic manner.
Demonstrated complex issue resolution and decision-making skills including the ability to source relevant additional information.
Well-developed interpersonal skills, including negotiation, liaison, and cross-cultural communication; Ability to build and maintain effective relationships in a culturally diverse environment utilising strong interpersonal communications skills.
Excellent written and verbal communications skills including the ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences.
Demonstrated ability to work flexibly and efficiently as a member of a team in a high volume customer focused environment. Ability to prioritise workload in order to meet deadlines and service expectations.
Proven leadership and experience in coaching and aligning team members to achieve high performance outcomes.
Experience and familiarity with database systems and other relevant software
Ability to display appropriate behaviours in line with the position and RMIT Values
Additional Information
Contract duration: 08 months
Highly competitive gross salary
Annual leave: 1 day per working month
Private Insurance
Free use of onsite sports and fitness facilities
Library on campus and online - access to the RMIT Australia online library
English Proficiency
English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS General 6.5 (or equivalent Linguaskill 170).
To be eligible for this position you must be a Vietnamese citizen. Applications received from non-Vietnamese candidates will not be considered.
To Apply
Please submit your CV, cover letter, qualifications, ID, and address your suitability for this position by clicking on the ‘Apply’ button.
Important Notice
Please ensure your application is submitted through our Workday system on the RMIT Careers page. We do not accept applications through other means.
RMIT Vietnam will never request any fees or payments during the application process. Be vigilant about scams asking for payment to apply.
For any questions or support, feel free to reach out to our Talent Acquisition team at [email protected]
#RMITVietnam
Applications Close:
29 thg 8 2025 11.59 pmRMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community. As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.
https://www.rmit.edu.vn/about-us
