Customer success (Education)
Company: QETC Education & Training Consultancy (QETC Middle East)
Location: Giza, Hadayek Al-Ahram
Type: Full-time
About the Role
QETC is hiring an Customer success (Education) to run the day-to-day operational engine that supports students from the moment they become active applicants until they complete key steps in their journey (documents, applications, payments, visa stages, and readiness for arrival).
This role is not admin-only and not replying to messages only.
It's an ownership role: you will manage multiple student cases in parallel, keep timelines moving, and ensure every family receives clear, professional support.
Key Responsibilities
1) Student Case Operations
- Manage student cases from activation until key milestones are completed (application/visa readiness).
- Create and manage WhatsApp groups for students and parents as the official communication channel.
- Ensure each case progresses without delays through structured follow-ups and clear next steps.
2) Documents & Process Coordination
- Request, collect, and verify student documents (quality, completeness, accuracy).
- Guide students step-by-step in completing university forms and submissions.
- Coordinate timelines and requirements between students, internal teams, and university partners.
3) Communication & Customer Experience
- Communicate professionally in Arabic and English (clear, structured, calm).
- Provide strong customer care during sensitive moments (fees, delays, confusion).
- End conversations with clear summaries: what's done / what's next / by when.
- Use templates and SOPs to keep communication consistent and efficient.
4) Internal Coordination
- Work closely with Admissions, Visa team, and Post-Arrival Support to ensure smooth handovers.
- Escalate high-risk cases early (tight deadlines, disputes, repeated issues).
5) Reporting & Compliance
- Keep accurate case status updates in tracking systems (CRM/Sheets/ERP).
- Maintain logs of requests, submissions, missing items, and deadlines.
- Support management reporting on case progress and bottlenecks.
Service Standards (KPIs)
- Fast response time during working hours (target: within 1 hour).
- Zero missed deadlines due to lack of follow-up.
- High document completeness rate (reduce back-and-forth).
- Clear, consistent communication quality.
- Proactive check-ins for active cases.
Requirements
- 13+ years in operations, student services, customer success, admissions support, or similar.
- Strong Arabic (written/spoken) + good English.
- Excellent WhatsApp-based communication skills (professional + structured).
- Strong organization, follow-up discipline, and attention to detail (names, passport data, dates).
- Able to manage multiple cases without losing details.
- Comfortable using systems (Google Sheets, CRM, Zoho, forms, file handling).
Ideal Candidate Traits
- Ownership mindset (does not wait to be told).
- Calm and respectful under pressure.
- Fast, accurate, and process-driven.
- Strong customer empathy while maintaining professionalism.
- Loves checklists, timelines, and getting things done.
