Student & Agent Support Officer

Laneway Education is seeking a proactive and highly organized individual for a remote, full-time position focused on delivering an exceptional experience to students and education agents. As the first point of contact, you will manage enquiries from prospective and current students as well as our network of education agents, ensuring timely, accurate, and professional communication from initial contact through to enrolment. This role requires a commitment to excellent service, strong organizational skills, and the ability to work independently in a dynamic, remote environment.

Key Responsibilities:
- Respond promptly to student and agent enquiries via phone, email, and portal, providing information on enrolment, courses, fees, timetables, and policies.
- Act as the primary liaison for education agents, keeping them informed about application progress, offers, and enrolment status.
- Log, track, and manage queries throughout the process, escalating issues to the appropriate teams when necessary.
- Collaborate closely with the Marketing team to support agent campaigns, materials, and events.
- Maintain accurate, complete, and up-to-date student and agent records across all supported colleges.
- Assist with new student onboarding and orientation, helping students feel confident and supported as they begin their studies.
- Identify recurring challenges and contribute ideas to improve processes and reduce turnaround times.
- Uphold strict confidentiality and ensure compliance with privacy and data protection regulations.

Required Qualifications:
- 1-2 years of experience in student services, customer service, or a related role; experience working directly with education agents is highly advantageous.
- Excellent written and verbal communication skills, with a professional yet approachable manner.
- Ability to manage multiple priorities effectively while navigating various college systems and processes.
- Detail-oriented with strong CRM skills for accurate record-keeping and reporting.
- Strong problem-solving abilities and sound judgment regarding when to escalate issues.
- A genuine customer-service mindset, demonstrating professionalism and the capacity to work independently in a remote setting.
- Cultural sensitivity and comfort working with a diverse community of students and agents.

Preferred Qualifications and Benefits:
- This is a fully remote role offering flexibility to manage your own schedule.
- Competitive market salary with opportunities for growth within an expanding, multi-college education portfolio.
- A collaborative and supportive team environment that values initiative and ownership.
- Exposure to Australian work culture and the chance to contribute to innovative, project-based learning experiences.

This role is ideal for someone passionate about education innovation and eager to contribute to a more engaging and relevant learning model. If you thrive in a remote work setting and enjoy building strong relationships with students and agents, this opportunity at Laneway Education offers a meaningful and rewarding career path.