Student & Lecturer Services Staff

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• Services activities:
• •Ensure and provide quality service related to teaching & learning process for Lecturers, students and other stakeholders
• •Guarantee effective communication with lecturers, students and other stakeholders by telephone, email, letter and face to face
• •Ensure all services provided in Lecturing & Examination activities in Doctoral Program Services is conducted based on procedures and comply to all regulations
• Lecturer Affair Activities:
• •Review lecture absentee report and inform related with faculty/school
• •Handle course materials acceptance and examination files to each faculty/school
• •Ensure and coordinate substitute class with available lecturers for substitute class (related lecturer is unable to attend the class)
• •Coordinate with faculty/school to find substitute lecturer when the scheduled lecturer is unable to attend and request to be substitute
• •Arrange announcement information for absent lecturers
• •Receive, input, and file lecture permission letter
• •Review lecturer attendance report and ensure accurate information for the lecture monitoring book
• •Arrange and support lecturer meeting as scheduled
• •Coordinate with faculty/school to deal with lecturer matter and gather feedback from lecturers
• •Evaluate lecturer’s feedback for service review and enhancement
• •Review examination files from lecturer and proceed it to faculty/school for further process
• •Review lecturer schedule changes from Faculty/school and ensure alignment with other activities
• Student Financial Services:
• •Provide prompt respond and service to students related to financial services
• •Inform accurate financial info to customer (verbal and written)
• •Ensure overall Financial Services to customer comply with valid regulation and procedure
• •Verify payment amount value, date, and payment type with current data and payment receipt info
• •Receive student’s application for scholarship and collect the request
• •Provide info related to tuition payment amount for students on academic leave period and process re-activate student status
• •Provide info related to academic leave process to students and required forms
• •Receive other academic related and manual tuition payment process. Register the payment data based on related payment type
• •Sort student payment data receipt according to student ID and payment type. Record and summarize payment data
• •Receive, record, and distribute student request for financial service to related area
• •Provide and maintain documentation for all transaction and other financial services activities
• Student Information & Document Services:
• •Respond to all questions from students / stakeholders and provide solutions within related work scope and responsibility
• •Maintain and update records of customer transactions
• •Prepare and distribute announcements related to student services activities
• •Update knowledge related to current policy / information that implemented in BINUS University
• •Receive and prepare all necessary documents required for the student services process
• •Distribute student documents (e.g. graduation documents, etc.)
• •Receive and check document completeness from internship project and final project (soft cover & hard cover)
• Student Request Services:
• •Receive, analyze, and follow up all student requests (e.g. reactive process, academic leave process, etc)
• •Maintain and update record of documentations related to student request process
• Student Registration Services:
• •Conduct briefing related to student registration activities (e.g. KRSS, KRS, compact semester, specialization course, etc)
• •Receive and follow up student request related to registration process
• •Maintain and update records of all student requests
• •Handle colloquium and dissertation scheduling and arrangement process for students in Doctoral Program
• Stakeholder Inquires Respond :
• •Respond promptly to students/other stakeholders inquiries through CRM, email, phone or send it directly to related parties
• •Monitor all inquiries using CRM
• •Follow up and direct the pending and unresolved inquiries to the related parties
• •Handle and resolve all stakeholder inquiries based on service level agreement (SLA)
• •Obtain and evaluate all relevant information to handle inquiries and complaints
• •Maintain and update record details of inquiries, comments and complaints
• •Maintain and update record details of actions taken
• •Manage related administration
• •Communicate and coordinate with internal departments

• Management Support Activities:
• •Provide Report to direct Supervisor
• •Suggest improvement process related to activities in area of responsibilities (especially related to time concern, effort and cost)
• •Perform activities related to Quality Management System
• •Perform additional tasks related to key responsibilities as required by Direct Supervisor
• Education Requirement:
• •Minimum Bachelor Degree
• Work Exposure/ Experience:
• •Minimum 2 years of working experience
• Special Skills/Certification:
• •Customer Service Management

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