SOCIAL MEDIA & CUSTOMER SUPPORT OFFICER
Company: Elevate Education
Department: Student Service Team
Location: Yangon
Employment Type: Full-Time
Number of Vacancies: 1
Salary: MMK 600,000 – 800,000 per month

📌About the Role
▪️Elevate Education is looking for a highly responsive, organized and responsible Social Media & Customer Support Officer to manage incoming student and parent inquiries across the company’s different communication and lead-generation channels.
▪️This role is the first point of contact for many prospective students.
The primary responsibility is not to provide education counseling or sell university programs. Instead, the ▪️Officer must make sure that every genuine inquiry is responded to promptly, the student’s correct contact information is obtained, the lead is recorded accurately and professionally, and the lead is handed over to the appropriate Education Counselor without being lost or delayed.
▪️Incoming leads may come from social media, phone calls, online campaigns, online events, physical events and other company activities.
▪️The quality of lead records is particularly important because Education Counselors, Commercial Leaders and Management use these records to review the company’s sales cycle and lead performance every week.

📌Key Responsibilities
1. Manage Incoming Inquiries Across All Channels
Regularly monitor incoming student and parent inquiries across all assigned company communication channels.
Respond promptly, politely and professionally to inquiries.
Monitor Facebook Messenger, Facebook comments, TikTok and other company social media channels.
Monitor relevant messaging and communication channels used by the company.
Handle incoming phone inquiries professionally.
Receive and process leads generated from online events, webinars and live sessions.
Receive and process leads generated from offline events, exhibitions, seminars and other activities.
Handle leads and inquiries generated through campaigns and other company channels.
Ensure genuine inquiries are not overlooked, forgotten or unnecessarily delayed.
Escalate unusual, sensitive or urgent inquiries to the appropriate person when necessary.

2. Contact Collection & Lead Handover
The Officer is not expected to provide detailed study-abroad counseling.
The key objective is to connect prospective students with the appropriate Education Counselor as efficiently as possible.
Obtain the prospective student’s essential contact information.
Make sure a usable phone number or appropriate contact method is obtained whenever possible.
Confirm the student’s preferred contact method when necessary.
Clearly explain that an Education Counselor will contact them for detailed counseling and further assistance.
Record the inquiry before handing it over.
Assign or hand over the lead to the appropriate Education Counselor according to company procedures.
Make sure the handover has been completed properly.
Avoid attempting to provide detailed university, admission, scholarship or visa counseling when the inquiry should be handled by an Education Counselor.
Escalate questions rather than providing uncertain or inaccurate information.

3. Lead Recording & Data Management
Accurate and professional lead recording is a major responsibility of this position.
Every incoming lead must be recorded in a clear, consistent, complete and tidy manner according to company procedures.
Responsibilities include:
Record every valid lead promptly in the company’s designated lead-management system, spreadsheet, CRM or other platform.
Enter student names and contact details accurately.
Record the correct lead source.
Record relevant campaign, event or channel information where applicable.
Record appropriate notes or information needed for Counselor handover.
Assign the correct Counselor or team according to internal procedures.
Maintain consistent naming, formatting and data-entry standards.
Identify and avoid unnecessary duplicate lead records.
Correct inaccurate or incomplete records when identified.
Keep lead records organized and easy for other teams to understand.
Conduct routine checks to make sure incoming inquiries have been properly recorded.
Maintain high standards of confidentiality when handling prospective student information.
The lead database must be maintained professionally because it is reviewed and used by Education Counselors, Commercial Leaders and Management during weekly sales-cycle reviews and performance analysis.

4. Social Media Customer Support
Maintain professional communication with prospective students, students, parents and other members of the public contacting Elevate through social media.
Monitor comments and messages regularly.
Respond appropriately to straightforward customer-service inquiries.
Direct study-related inquiries to Education Counselors.
Identify spam, inappropriate messages and suspicious inquiries and handle them according to company procedures.
Escalate complaints or sensitive public comments when necessary.
Make sure the tone of communication reflects Elevate’s professional standards.
Maintain appropriate response quality even during periods of high inquiry volume.

5. Responsiveness & Weekend Monitoring
Social media inquiries do not only arrive during normal office hours.
The successful candidate must therefore be comfortable regularly checking important incoming inquiries, particularly social media inquiries, including during weekends when required.
This does not mean every inquiry requires an immediate detailed response at all hours. However, the Officer is expected to:
Maintain appropriate awareness of incoming inquiries.
Respond or acknowledge important inquiries within a reasonable timeframe.
Make sure high-potential or urgent leads are not unnecessarily left unattended.
Coordinate handover to the appropriate team as required.
Maintain reliable coverage during important campaigns, recruitment periods, events and high-inquiry periods.

6. Lead Source & Sales-Cycle Support
Because this role sits at the beginning of the sales funnel, accurate lead information is essential.
Ensure lead sources are recorded correctly.
Help the Commercial Team understand where inquiries are coming from.
Maintain data that can be reliably used during weekly sales-cycle reviews.
Identify obvious patterns such as increasing inquiries from particular campaigns, channels or events.
Report recurring customer questions or issues to the relevant team.
Inform the appropriate team when there are unusual changes in inquiry volume or quality.
Support Management and Commercial Leaders when clarification regarding lead records is required.
The Officer is responsible for accurate lead intake and handover, but the Education Counselor and Commercial leadership remain responsible for counseling, sales follow-up and conversion after the handover.

7. Customer Experience
Create a positive first impression of Elevate Education.
Communicate with students and parents respectfully and professionally.
Use clear and understandable language.
Remain patient when handling repetitive questions or inexperienced prospective students.
Handle busy periods without allowing service quality or data accuracy to deteriorate.
Take ownership of mistakes and correct them quickly.
Escalate problems instead of ignoring them.
Protect confidential student and customer information.

8. Internal Coordination
Work closely with Education Counselors and the Commercial Team for lead handover.
Coordinate with Marketing and Events teams regarding leads generated from campaigns and activities.
Follow established procedures for assigning leads.
Maintain clear internal communication when a lead requires special attention.
Participate in relevant meetings and sales-cycle reviews when requested.
Provide reports or lead information when required.
Follow company SOPs, checklists and systems.
Support improvements to inquiry handling and lead-recording processes.

9. Other Responsibilities
Assist with customer-support and lead-management activities during major campaigns and events.
Support improvements to customer communication templates, FAQs and inquiry-handling procedures.
Participate in company training and professional development.
Take on reasonable additional responsibilities assigned by the Team Leader or Management based on company requirements.

📌Requirements
▪️Bachelor’s degree or equivalent qualification.
Minimum 1–2 years of solid relevant professional experience in areas such as:
▪️Social media customer support
▪️Online customer service
▪️Customer service
▪️Lead handling
▪️Customer relationship management
▪️Education services
▪️Admissions/student services
▪️Sales support
▪️Community management
▪️Other closely related customer-facing roles
▪️Candidates with more than 2 years of relevant experience are preferred, although attitude, work ethic, responsibility and proven ability are more important than years of experience alone.
▪️Must have genuine hands-on experience dealing with customers, inquiries, leads or social media communication.
▪️Strong written communication skills.
▪️Comfortable communicating with students and parents by message and phone.
▪️Strong attention to detail.
▪️Able to maintain clean and accurate records.
▪️Able to work with spreadsheets, Google Workspace and digital systems.
▪️Comfortable learning CRM or lead-management systems.
▪️Able to manage a high volume of inquiries without becoming disorganized.
▪️Strong follow-up skills.
▪️Able to work independently without requiring repeated reminders.
▪️Good time-management and prioritization skills.
▪️Responsible and highly responsive.
▪️Comfortable checking important social media inquiries during weekends when required.
▪️Able to work effectively in a fast-moving environment.

📌What We Value More Than a Job Title
▪️We are not looking simply for someone who previously held the title “Social Media Officer” or “Customer Support Officer.”
▪️We are looking for someone who can demonstrate that they have actually handled relevant responsibilities and can perform this job reliably.
▪️Strong candidates should be able to discuss their previous responsibilities and results clearly during the recruitment process.
▪️A hardworking, responsible and fast-learning candidate with strong relevant experience may be preferred over someone with more years of experience but weaker ownership or work ethic.

📌Personal Qualities
We are looking for someone who is:
▪️Highly responsive
▪️Organized and tidy
▪️Detail-oriented
▪️Responsible and dependable
▪️Patient with customers
▪️Professional in communication
▪️Fast but accurate
▪️Comfortable with repetitive follow-up
▪️Able to take ownership
▪️Willing to learn
▪️Comfortable working in a fast-growing company
▪️Interested in developing professionally over the longer term
▪️Leadership Potential & Career Growth
This is not currently a people-management position, and the Social Media Assistant does not report directly to this role.

📌However, Elevate values employees who demonstrate leadership potential.
As the company and team grow, employees who consistently demonstrate strong performance, ownership, communication skills, reliability and leadership ability may have opportunities to progress into more senior or leadership positions.

📌Salary
MMK 600,000 – 800,000 per month
Final salary will depend on relevant experience, demonstrated capability and overall suitability for the position.

📌Benefits
▪️Competitive salary based on experience and capability
▪️Performance-based salary review
▪️Annual salary review
▪️Training and professional development opportunities
▪️Career development and internal promotion opportunities
▪️Exposure to international education and university recruitment
▪️Company and team activities
▪️Public holidays and leave entitlements according to company policy
▪️Opportunity to grow with a fast-growing education company

Working Environment
▪️Elevate Education is a fast-moving company. Employees are expected to communicate responsively, maintain professional standards, take ownership of their responsibilities and complete important work without repeated reminders.
▪️For this particular role, three standards are especially important:
▪️Respond Fast. Record Accurately. Never Lose a Lead.

📌How to Apply
Interested candidates should send their updated CV/Resume to:
Email: team@elevateasia.net
Phone / Viber: 09 401 454 604
Email Subject:
Application – Social Media & Customer Support Officer
Only shortlisted candidates will be contacted for the next stage of the recruitment process.

📌Requirements
▪️Bachelor’s degree or equivalent qualification.
Minimum 1–2 years of solid relevant professional experience in areas such as:
▪️Social media customer support
▪️Online customer service
▪️Customer service
▪️Lead handling
▪️Customer relationship management
▪️Education services
▪️Admissions/student services
▪️Sales support
▪️Community management
▪️Other closely related customer-facing roles
▪️Candidates with more than 2 years of relevant experience are preferred, although attitude, work ethic, responsibility and proven ability are more important than years of experience alone.
▪️Must have genuine hands-on experience dealing with customers, inquiries, leads or social media communication.
▪️Strong written communication skills.
▪️Comfortable communicating with students and parents by message and phone.
▪️Strong attention to detail.
▪️Able to maintain clean and accurate records.
▪️Able to work with spreadsheets, Google Workspace and digital systems.
▪️Comfortable learning CRM or lead-management systems.
▪️Able to manage a high volume of inquiries without becoming disorganized.
▪️Strong follow-up skills.
▪️Able to work independently without requiring repeated reminders.
▪️Good time-management and prioritization skills.
▪️Responsible and highly responsive.
▪️Comfortable checking important social media inquiries during weekends when required.
▪️Able to work effectively in a fast-moving environment.