Administrative & Customer Service Executive

Job Overview

The Administrative & Customer Service Executive plays a vital role in supporting the Student Recruitment Department through administrative coordination, operational support, and customer service excellence. As a key point of contact for prospective students, current students, parents, education agents, and other stakeholders, this role ensures that enquiries, feedback, and administrative matters are handled professionally, efficiently, and with a customer-centric approach.

In addition, the role supports departmental operations, including reporting, event coordination, procurement processes, payment administration, record management, and collaboration with internal departments to ensure the smooth execution of recruitment activities and daily operations.

Key Responsibilities

Customer Service & Student Support

• Serve as a primary point of contact for enquiries from prospective students, current students, parents, education agents, and other stakeholders.
• Handle customer feedback, complaints, and service-related matters professionally, ensuring timely follow-up and resolution.
• Liaise with relevant departments to resolve enquiries and issues efficiently while maintaining service excellence.
• Escalate complex or sensitive cases to the appropriate departments or management when necessary.
• Gather and analyse customer feedback to identify opportunities for service enhancement and process improvement.
• Maintain a professional, responsive, and customer-focused experience across all communication channels.

Administration & Reporting

• Prepare, maintain, and regularly update departmental reports, records, trackers, and documentation.
• Ensure accurate record-keeping for enquiries, applications, registrations, events, payments, procurement activities, and other departmental operations.
• Manage departmental calendars, schedules, and activity records to support operational planning.
• Maintain systematic filing, documentation control, and record retrieval processes.
• Handle confidential student, staff, financial, and departmental information with discretion and professionalism.

Event & Operational Coordination

• Support the planning and execution of education fairs, roadshows, Open Days, campus visits, and student recruitment events.
• Coordinate event logistics, including venue arrangements, travel, accommodation, promotional materials, refreshments, and other operational requirements.
• Maintain and organise event reports, attendance records, invoices, photographs, and supporting documentation.
• Coordinate meetings, stakeholder visits, and departmental activities to ensure smooth execution.

Payment, Procurement & Budget Administration

• Coordinate administrative processes related to payments, claims, commissions, events, travel arrangements, and approved departmental expenses.
• Support procurement activities, including sourcing quotations, processing purchase requests, and preparing supporting documentation.
• Maintain accurate records of procurement and payment activities while following up on outstanding matters.
• Liaise effectively with Finance, Procurement, vendors, and other internal stakeholders as required.

Staff & General Administration

• Maintain staff records, attendance information, leave records, and related administrative documentation.
• Coordinate staff requirements, including identification cards, business cards, equipment, email setup, and workplace resources.
• Support onboarding activities and coordinate administrative matters with Human Resources and IT teams.
• Monitor departmental inventory, stationery, and marketing materials to ensure adequate availability.
• Provide general administrative support and undertake additional responsibilities as assigned by management.

Requirements

Education & Qualifications

• Diploma or Bachelor's Degree in Business Administration, Management, Customer Service, Marketing, or a related discipline.

Experience

• Minimum 2 years of experience in administration, customer service, student services, education administration, or a related field.
• Experience in higher education, student recruitment, or customer-facing environments will be an added advantage.

Skills & Competencies

• Excellent administrative, organisational, and time management skills.
• Strong customer service orientation with effective problem-solving abilities.
• Excellent verbal and written communication skills in English and Bahasa Malaysia.
• Proficiency in Mandarin and/or Cantonese will be an added advantage.
• Strong interpersonal skills with the ability to build positive relationships with internal and external stakeholders.
• High level of accuracy, attention to detail, and confidentiality.
• Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.
• Proactive, adaptable, and capable of managing multiple priorities in a fast-paced environment.
• Willingness to support recruitment events during weekends or outside normal working hours when required.