Customer Service Administrator

At ICE Malta, we’re on a mission to help individuals and teams everywhere reach their full potential in a vibrant community through memorable live learning experiences in digital technologies.Our student success team is dedicated to providing a rewarding experience in and out of the classroom, ensuring that every individual is provided with a five-star support system that exceeds expectations throughout the entire learning journey. We are looking for a professional to join a small team and thrive in a growing market. ICE Malta is the place for you if you are looking to be part of something dynamic, impactful and inspiring.

Responsibilities

• Primary point of contact for student questions, exam management and funding support.


• Resolve student questions within 24-48 hours. Maintain responsibility and accountability for all inbound questions via a number of platforms.


• Address and solve any unique scenarios as they arise and ensure they are completed in a timely manner.


• Create and onboard all new students to in-class tools and resources (welcome emails, feedback forms, software setup, courseware platform etc.).


• Manage student onboarding / offboarding communication cycles. Craft new, adapt existing, and continuously refine assets.


• Request, track, and report student feedback to measure program success and alumni outcomes.


• Constantly update courseware platforms with lesson replays and resources.


• Support educators with student admission, attendance, and questions per lesson.


• Manage online and on-campus exam sessions.


• Ensure workstations are working within classrooms and exam rooms.


• Prepare and send certificates / letters to qualified students and remove students from in-course tools and resources.


• Track student progress against completion goals, monitoring and coordinating interventions to prevent red flags.


• Develop and maintain alumni relations to build a strong community.


• Identify common student challenges and actively suggest better solutions. Focus on a proactive rather than reactive approach.


• Demonstrate a comprehensive understanding of all courses in order to best serve the student.


• Foster a welcoming and inclusive community for all students and alumni.


• Work closely with our broader growth team to ensure we are meeting our objectives and exceeding expectations.


• Help drive student references and case studies.

What we value

• A flair for customer service and a dedication to creating memorable five-star experiences.


• Strong attention to detail and organizational skills.


• Proficiency in essential tech and digital competency.


• Energetic, positive and fun personality.


• A flexible schedule with evening and weekend availability.


• Motivation driven by KPIs — you’re a go-getter for results.


• Ability to think on your feet, try new approaches and bounce back when things don’t go your way.


• Outstanding communication skills and ability to influence others internally and externally.


• Willingness to help out where needed in all facets of the organization.

Perks and benefits

• Competitive base salary + bonus incentives.


• All training is provided by your awesome colleagues.


• Fridays - early finishes throughout the year.


• Fun working environment - Game breaks and social events included.


• Access to great tools and platforms.


• Work with a talented and results-driven team.


• A culture of continuous learning and development.

ICE Malta - KMP-93840