Student Hotline Call Center Operator

Job Description

Company Description

We are passionate about empowering students to thrive academically, personally, and professionally. We believe that education is the key to unlocking one&aposs full potential and aspire to make a difference by helping you achieve your goals.

Role Description

The Student Housing Hotline Operator will serve as the first point of contact for all accommodation-related inquiries and concerns from international scholarship students currently located in the USA, Canada, Australia, and New Zealand.

Based in Abu Dhabi, the role is responsible for delivering timely, empathetic, and solutions-focused support via phone, chat, and email. This position plays a critical role in ensuring students safety, comfort, and peace of mind while they live and study abroad.

1. Frontline Support & Inquiry Management

• Handle incoming calls, messages, and emails related to student accommodation concerns.
• Provide accurate information about housing policies, host family arrangements, and emergency procedures.
• Log and triage inquiries based on urgency, ensuring proper escalation where required.

1. Incident Reporting & Escalation

• Identify and escalate critical issues (e.g., safety concerns, housing disputes, emotional distress).
• Work closely with the Student Housing Coordinator and on-ground partners to ensure swift resolution.
• Maintain detailed records of all calls, incidents, and follow-up actions in the centralized system.

1. Communication & Follow-Up

• Maintain professional and supportive communication with students from diverse cultural backgrounds.
• Provide reassurance and interim guidance for students awaiting further support or relocation.
• Conduct follow-up calls as needed to ensure resolution and student satisfaction.

1. Documentation & Coordination

• Accurately document all interactions in the housing support database.
• Coordinate with overseas housing providers, internal staff, and external partners as directed.
• Support housing reports with relevant call center data and logs.

• Excellent Communication Skills
• Clear, empathetic, and culturally sensitive communication in both Arabic and English.
• Crisis Handling & Calm Under Pressure
• Ability to remain composed and solution-focused in high-stress situations.
• Customer Service Mindset
• Dedicated to helping students feel heard, supported, and safe.
• Multitasking & Time Management
• Able to handle multiple inquiries while prioritizing urgent cases efficiently.
• Attention to Detail
• Accurate logging of calls, issues, and follow-up actions for audit and quality control.

• 2+ years of experience in a call center, hotline, or student services environment.
• Fluency in both Arabic and English
• Strong interpersonal skills with a compassionate and professional approach.
• Willingness to work on rotational shifts to support international time zones.

• Familiarity with student accommodation services and international education
• Experience working with CRM systems or support ticketing platforms.
• Prior experience in handling sensitive cases or working with youth/students abroad.
• Knowledge of housing systems in the USA, Canada, Australia, or New Zealand.