Overview:

RMIT Vietnam is seeking a Student Advisor to join our community and deliver high-quality services in a dynamic and innovative environment.

WHY JOIN RMIT VIETNAM?

At RMIT Vietnam, international exposure meets real-world impact through strong industry and government collaboration. Working at RMIT means building a meaningful career while creating impact in a high-performing environment.

Further insight into our mission, impact and global connections is available in the RMIT Vietnam Profile.

WHAT WE OFFER

• Competitive remuneration VND package for Vietnamese candidates.

• 13th month Tet bonus

• Private Health insurance for you and your family, plus Personal Accident Insurance

• Generous annual leave, career leave, volunteer leave and public holidays (Christmas and Tet Holidays)

• Professional development and career advancement

• Access to state-of-the-art facilities and resources

• A vibrant and diverse campus life and more!

POSITION SUMMARY

The Student Connect provides simple ways to access student service and support, caters to the administrative/ educational needs and general enquiries of current students and families. 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 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 is expected to take a strong interest in the field of customer service.

Reporting line:

Reports to: Senior Student Advisor, Student Connect

Indirectly reports to: Manager, Student Connect

Reporting lines may be adjusted in line with organisational changes.

Key Accountabilities Summary

• Demonstrate a commitment to service excellence and a service ethic through the provision of quality service and advice, timely responses, and complex issue resolution to current local and international students, their families 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 RMIT 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 Academic Registrar Group and other University areas such as Operations, Engagement, and Academic Schools.
• Provide consultations to students and their families 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 responses to student enquiries and especially complex issues. Make referrals to relevant support services where needed and agreed upon by 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 concierges 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-centred 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 Administration Management Systems (SAMS), administrative systems, 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 or the Manager, 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 level 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, RMIT Values and RMIT Leadership Model.

HOW TO APPLY

To be considered for this role, it is mandatory to submit both a resume and a cover letter. Please click on the 'Apply' link provided in this Job Ads to initiate the application process.

Please note that we will be running a rolling recruitment process, so please apply as soon as possible.

Compliance Requirements

All academic appointments at RMIT Vietnam must meet University and local regulatory requirements, including English proficiency, background checks, and (for international candidates) eligibility for a work permit.

English is the language of teaching and communication at RMIT Vietnam. For this role, the minimum requirement is IELTS (General) with a score of at least 6.5 (or equivalent, as outlined in the Recruitment, Selection and Onboarding Guidelines).

Further guidance will be provided during the recruitment process.

RMIT UNIVERSITY COMMITMENT

RMIT 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 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.

IMPORTANT NOTICE:

• Please ensure that 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:

30 thg 5 2026 11.59 pm

RMIT 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