Front Office & Student Enquiries Coordinator supporting the University of Wollongong, Gift City, India

Location: GIFT City, India

• Join a Global University ranked in the top 200 in the world
• Collaborate with colleagues in Australia, Dubai, Hong Kong & Malaysia
• Be part of a global team - Expand your international career

Campus and Commitment

This is a campus-based role and will require you to reside within daily-commuting distance of the UOW India Campus in Gujarat's GIFT City.

About The University of Wollongong

The University of Wollongong (UOW) is a young and innovative institution that has grown over the past 50 years into one of Australia’s leading universities. Renowned for academic excellence, a strong student experience, and pioneering research in fields such as clean energy and healthcare, UOW also leads in supporting students traditionally underrepresented in higher education.

UOW ranks 2nd nationally and 16th globally in the Times Higher Education (THE) Young University Rankings and placed 44th globally and 9th in Australia in the 2024 THE Impact Rankings, reflecting its strong commitment to the United Nations Sustainable Development Goals (SDGs). UOW’s business programs are also AACSB-accredited, meeting the highest international standards.

About UOW Australia India Branch Campus

UOW India represents a new and significant chapter in the University of Wollongong’s global expansion, bringing world-class Australian education to one of the world’s fastest-growing knowledge economies. As one of the first Australian universities to establish a physical campus in Gujarat International Finance Tec-City (GIFT City) - India’s emerging global financial and technology hub - UOW India delivers the same internationally recognised curriculum and quality standards as its Australian counterparts, while strengthening local industry relevance and global opportunities for students.

As a new market entry within a mature and highly competitive higher education landscape, UOW India is in a scale-up phase. This role plays a critical part in establishing UOW India as a distinctive and trusted provider of globally accredited, industry-connected bachelor's and master’s programmes, while laying the customer-facing experience for long-term growth and student success.

About the role

The primary purpose of the Front Office & Student Enquiries Coordinator role is to serve as the first point of contact for all campus visitors and prospective students while efficiently managing inbound and outbound student enquiries to support lead conversion and admissions growth.

This dual-function position integrates reception and tele-calling responsibilities to ensure professional campus representation, rapid response to enquiries, consistent follow-up, and accurate information dissemination, ultimately enhancing the applicant experience and contributing to enrolment outcomes.

Key responsibilities / accountabilities

1. Front Desk Management: (25%)

1. • Manage campus reception and greet visitors professionally
   • Maintain visitor logs and coordinate appointments
   • Ensure reception area reflects institutional standards
   • Escort guests towards the campus
   • Assist with campus tours and other general activities as and when required
   • Attend inbound calls for general enquiries

2. Telecalling & Lead Management: (Along with Student Recruitment and Marketing Coordinators)

• • Make outbound and attend inbound calls to prospective students and parents
  • Provide accurate information about programs, eligibility, fees, and admission processes
  • Follow up on leads generated through campaigns, school visits, fairs, Masterclass, and website enquiries
  • Schedule counselling sessions, campus visits, and virtual meetings
  • Maintain and update Sugar CRM records
  • Achieve defined daily/weekly call target
• Actively demonstrate the UOW Global Enterprises Corporate Values of - Passion, Innovation, Integrity, Collaboration, Courage, and Excellence.

Key Performance Indicators (KPIs)

• Lead response turnaround time
• Daily/weekly call volume
• Appointment bookings generated
• Contribution to enrolment conversions
• Visitor experience feedback

Other Responsibilities

• 
  Work health and safety responsibilities:
  • Take reasonable care for your health and safety, and
  • Take reasonable care that your acts or omissions do not adversely affect the health and safety of other persons, and
  • Comply, so far as reasonably able, with any reasonable instruction that is given to ensure compliance with work health and safety legislation; and
  • Co-operate with policies or procedures relating to health or safety at the workplace.
    

• Observe principles and practices of Equal Employment Opportunity (EEO).
• Declare any conflicts of interest that may arise during your employment to the People and Culture Department.

About the Candidate

To be successful in this role you will demonstrate the following qualifications, skills and experience:

Essential:

• 2–5 years of experience in reception, customer service, tele‑calling, or student enquiry handling. (freshers with strong communication skills may be considered).
• Excellent verbal communication skills in Gujarati, Hindi, and English.
• Strong customer‑service orientation and professional presentation.
• Ability to manage inbound and outbound calls to prospective students and parents.
• Ability to provide accurate information on programs, eligibility, fees, and admission processes.
• Ability to follow up on leads generated through campaigns, school visits, fairs, Masterclass, and website enquiries.
• Ability to schedule counselling sessions, campus visits, and virtual meetings.
• Basic knowledge of CRM systems and ability to maintain/update Sugar CRM records.
• Proficiency in MS Office applications.
• Ability to meet daily/weekly call targets.
• Ability to manage front desk operations, greet visitors, maintain logs, and coordinate appointments.
• Strong organisational skills and attention to detail.

Desirable:

• Bachelor’s degree from relevant fields.
• Prior experience in an educational institution environment (front office, admissions, or student recruitment).
• Experience in lead nurturing, enquiry follow-up, or admissions-related calling.
• Familiarity with Sugar CRM specifically.
• Understanding of recruitment campaigns, school visits, fairs, or Masterclass processes.
• Ability to handle high enquiry volumes, especially during peak recruitment periods.
• Ability to contribute insights that improve enquiry management or applicant experience processes.

Personal Attributes

• Ability to maintain the strictest levels of confidentiality at all times.
• Has integrity and operates with transparency.
• Resilient and adaptable to change.
• Certified proof of right to work in India.
• Professionally presented.

Inherent Requirements

This position description outlines the major accountabilities/responsibilities and the selection criteria against which you will be assessed as suitable for the position. As such there will be specific job requirements that we refer to as Inherent Requirements.

Inherent Requirements refer to your ability to:

• Perform the essential duties and functional requirements of the job;
• Meet the productivity and quality requirements of the position;
• Work effectively in the team or other type of work organisation concerned; and
• Do the job without undue risk to your own or others health, safety and welfare at work.

If you have any injuries, illness, disorder, impairment, condition or incapacity that may affect your ability to perform the inherent requirements of the position, we encourage you to discuss this with the hiring team to assist in the process of identifying reasonable adjustments to enable you to perform the duties of the position. We wants to place you in the best situation to use your skills effectively in the position you are applying for at UOWGE.

Hiring support for this position is being provided by Grok Global Services.

About Grok Global Services

Founded in 2005, Grok Global Services is a best-in-class provider of international engagement services for higher education institutions. By joining our team, you will be working in a supportive environment full of like-minded professionals, each committed to advancing the internationalization of higher education institutions from around the world.

A pioneer of in-country staffing in the international education sector, Grok remains at the forefront of this model and currently delivers this service across Asia, Africa, the Middle East, and the Americas. The company also boasts industry-leading divisions in digital marketing and strategic consulting.

We thank you for your interest in Grok Global Services. To learn more about Grok, please visit us at our website: https://grokglobal.com/ and by following us on LinkedIn https://www.linkedin.com/company/grokglobal/