Position Title / Customer Service Officer – Communications
Position No / 26132
Faculty/Centre / International Centre (IC)
Classification / PACCT Worker Level 2 (PW2)
SalaryRange / $41,662 - $45,843 p.a pro rata
Prepared By / Director, International Centre
Date / December 2014
Reference No / 4551060054
Approved By / Associate Director, Human Resources
Primary Objectives of Position /
  1. Provide written and verbal communication in response to current and prospective international students’ enquiries.
  2. Provide customer service to current and prospective students.
  3. Provideadministrative support to staff in the IC.
  4. Provide a prompt and efficient information service to IC clients such as, but not limited to students and agent networks.

Manager/Supervisor / Manager – Admissions
Role Of Subordinates (Where Applicable) / Not applicable
Internal Communication Requirements /
  • Communicate with all staff in the International Centre.
  • Communicate with staff throughout the Institute.

External Communication Requirements /
  • Prospective and current international students and their parents.
  • Educational agents.
  • Australian Government departments.
  • Partner institutions.
  • Suppliers of equipment and services to the International Centre.
  • Exhibition organisers.

Specific Accountabilities /
  1. Provide written and verbal communication in response to current and prospective international students’ enquiries.
  2. To perform a broad range of administrative and customer service duties as required, including but not limited to the admission processes for international students.
  3. Communicate with the Heads of Teaching Departments regarding the selection and enrolment of international students.
  4. Using established organisational systems, preparedocumentation for international students including enrolments, transfers, withdrawals or refunds.
  5. Use established organisational systems to accurately process and record financial transactions.
  6. Within established practices and procedures, provide information to students and educationagents in relation to payment of commission, student admissions, transfers and processing of student refunds.
  7. Within established practices and procedures, use judgement to be responsive and outcome focussed to resolve student issues.
  8. Ensure effective communication with Institute agents regarding the recruitment and admissionsof students.
  9. Update and maintain databases that support daily operations of the IC with accuracy and efficiency.
  10. Generate reports from databases and correspondence as required.
  11. Provide an efficient information service to current and prospective international students, their parents, education agents and members of the public.
  12. Actively promote Holmesglen’s programs and services to international students.
  13. Advise students on further study options available.
  14. Undertake the administrative tasks relating to the maintenance of properties owned by Holmesglen.
  15. Participate in orientation programs for international students.
  16. Undertake the administrative tasks relating to the registration and renewal process of Overseas Student Health Cover (OSHC) for international students.
  17. Communicate with all staff in the IC on all matters relating to international students.
  18. Contribute towards theimprovements to administrative procedures within the IC to maximise ‘the student experience’ at Holmesglen.
  19. Provide administrative support tosenior staff in the IC.
  20. Using established protocols and procedures arrange bookings for accommodation and airport reception services for international students.
  21. Participate as an active member of the IC team and support the efficient functioning of the IC.

Qualifications /
  • Completion of Year 12, Certificate III or Certificate IVand demonstrated relevant experience or equivalent relevant experience.
  • Current drivers’ licence is preferred.

Knowledge /
  • Knowledge of the education sector in Australia including courses and services offered at Holmesglen.
  • Knowledge of database and spreadsheet packages is essential.
  • Knowledge of current government policy in relation to the overseas student visa program, ESOS and National Code of Practice.
  • Knowledge of overseas education systems and qualifications is preferred.
  • Knowledge and understanding of cross cultural communication and culturally sensitive practice.

Experience /
  • Experience working with international students and providing customer service.
  • Experience in communicating with people whose first language is not English.
  • Experience with MS Office applications and databases.
  • Experience in administration in a customer service focussed environment.
  • Experience in the promotion of educational programs and student support services.

Skills /
  • Good organisational skills.
  • Sound administrative skills.
  • Good verbal and written communication skills and a customer service focus are essential.
  • Well developed and accurate keyboard and computer skills with close attention to detail.
  • Ability to maintain sound working relationships with internal and external stakeholders.
  • Good time management skills.
  • The ability to work cooperatively and flexibly as a member of a team.

Key Selection Criteria /
  1. Experience in working with international students and providing customer service.
  2. Previous experience in administration in a customer service focussed environment.
  3. Good verbal and written communication skills.
  4. Accurate keyboard skills with close attention to detail.
  5. Experience with MS Office applications and databases.
  6. Ability to work cooperatively and flexibly as a member of a team.

Note /
  • The incumbent may be required to perform his/her duties at any campus or location controlled by the Board or elsewhere as directed.
  • Out of hours and weekend work may be required on occasion.

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