Student Support & Success - Customer Service

About the role

SMAART Recruitment is recruiting Student Support and Student Success professionals for a fast-growing Australian education and tutoring company based in Melbourne. Candidates sit in one of two teams reporting to the VP of Student Success and Support: Student Support handles live calls, emails and SMS on billing, scheduling and access, while Student Success runs proactive check-ins, guides families through their academic journey and drives re-enrolments. Positions are full-time and permanent.

Key responsibilities

• Answer live inbound calls, emails and texts with a warm, composed and professional phone manner
• Manage customer accounts, track open items and log records accurately in CRM systems (HubSpot experience is a bonus)
• Handle challenging conversations and escalations with empathy and a solution-oriented approach
• Collaborate with internal teams so families never fall through the gaps
• Support student engagement, track outcomes and deliver an excellent customer experience at every touchpoint

Required profile

• At least 1 year in a customer-facing role such as contact centre, customer service, retail, reception, account management or student services, with proven experience handling primary phone contact for inbound and outbound calls
• Secondary education completed in Australia or equivalent experience in the Australian education sector
• Full Australian working rights (no student or working holiday visas) and willingness to commit to a rotating roster including weekends

Required skills

• Warm, articulate phone manner and strong written communication
• Organisation, multitasking and comfort in a fast-paced queue or with a segmented portfolio
• Resilience and ability to handle difficult conversations with care

What we offer

• Salary of $60,000 - $80,000 plus superannuation depending on experience
• Hybrid work (2 days home, 3 days in office) after initial training of about 4-6 weeks
• Fixed roster from 9:00 AM to 9:00 PM Monday to Friday and 9:00 AM to 6:00 PM on weekends (5 out of 7 days)
• Monthly wellbeing allowance, birthday off and volunteering leave