Student Service Executive
The Faculty Team brings together a passionate group of educators and subject matter experts devoted to building the next generation of tech leaders. If you love inspiring and supporting young people in new journeys then this is the perfect role for you.
In this role, you will work with our students and help them through challenging times. We know that learning can sometimes be difficult and navigating through a career change is not easy. That's why this role exists. We believe that we should support them not just through the classes that we teach but also with issues that might slow them down. That said, it is everyone's responsibility to help our students throughout their journey at RevoU and you will work together with various different team members to solve our students' issues.
More specifically you will:
Student Case Scope
Handle student complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Work together with the Learning Experience Team to handle student cases.
Process churning students.
2. Student Performance Scope
Reach out proactively to students who are facing issues indicated by factors such as negative trends in academic performance, low attendance, missed assignment deadlines, complaints by peers, and poor feedback scores.
In charge of setting the expectation from students in any area (i.e.: about how we distribute sections, teams, and groups, assignment/group project workload)
3. Student Engagement Scope
Proactively reach out to the students to keep their engagement and increase word of mouth
4. Reporting
Do administrative work on student cases.
Own the student case report/dashboard and work with the Student Management to create the Student Final Report.
Requirements
Effective listening skills with a high level of empathy. As a trusted contact for the students, you will handle various complicated issues from the students. We believe that half of the problem is solved when you listen actively. Going even further, we believe that good listening is not enough. You need to have a high level of empathy to understand them and provide the best customer experience for the students.
Communication skills. You will help guide our students to find solutions to their problems. Sometimes you need to deliver news that is hard to swallow and having great communication skills will help you to thrive. On the other hand, you will work with various different teams internally to solve the problem and you need to be communicative to ensure we come to the best solution available.
Time management. This job will require you to work on many different cases within a limited amount of time available. You need to be able to work independently and prioritize your daily tasks accordingly. You need to keep in mind that “the key is not in spending time but in investing it”
Attention to detail. 1 of our cultural values is a high standard and it has been the key to our success. You will need to enjoy double-checking your work in order to thrive in this role. In short, you need to live by the motto “the devil is in the details”.
Growth mindset and diligence. You always want to learn and improve. You stick with challenges until you come out victorious. Due to your analytical skills, you track things down until you can see the core problem and work it out. You are unhappy with business as usual so you are constantly looking at new opportunities to improve the efficiency and effectiveness of your work and how things are done.
Collaborative attitude, because here at RevoU, we support each other almost naturally. It's embedded in our culture. You contribute, communicate, and are not afraid to speak up or ask for help. Simply stated, you are a solid team player.
Benefits
Beyond what we wrote in the description of the role, we have three additional promises for you (and to all of our employees):
Our first promise - the ride of a lifetime
You will be joining the company in its most exciting phase, where things will move and change at a crazy pace and where the impact you have on the overall business trajectory is huge. You will witness the rapid scaling of our organization from 80 of us (we were 10 of us just one year ago!!) to hundreds of incredibly talented and diverse people in the months and years to come.
Our company growth will mean much faster career growth than other companies of similar size. Our most talented junior employees who joined us 1 year ago, are for example now in charge of entire teams, working on some of the most exciting strategic and operational topics within the education industry.
The second promise - a good place to work
We are building a company that takes the growth of its employees as seriously as that of its students. It's our mandate to make every one of our employees perform at the maximum of their ability so that they can do here, at RevoU, the very best work of their lives. In practical terms:
We deeply value employee appreciation, and we are going the extra mile to make everyone's work feel appreciated and valuable
We are creating a culture of transparency and radical, caring feedback. That is, of radical candor, keep a zero-tolerance for bad management, making coaching and mentoring one of our fundamental values, not only towards our students but also towards our employees. For a more in-depth view of the type of organization we are building, you can read some of our Founder's thoughts on these topics
this translates into record-high employee satisfaction (our monthly eNPS hovers in the 70-80 range), very low employees turnover and a disproportionate share of new hires coming from our employees referrals
The third promise – you will feel proud about your work
We believe that finding a fulfilling career should be among the most important priorities in one's life and that today's job market offers endless opportunities to change the lives of many, for the better. You will play a fundamental role in making this possible.
And nothing will beat the sense of accomplishment once you see that happening. Especially once you see that happening at scale.
You can see the impact we had on some of our students by reading some of their reviews
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These are 3 most important promises we are making to you.
If you are looking for ‘startup' benefits: flexible and remote working environment (fyi - only 50% of our staff live in Jakarta), an attractive package, premium health insurance, etc => we are offering you all these benefits as well
But don't join us for these, join us first and foremost for the 3 reasons above.