Background

Our client International School of Advertising (ISA) is a leading institution in Kenya offering training in Brand Communications, including Advertising, Public Relations, and Digital Marketing. They are seeking a highly organized and customer-focused Administration & Customer Service Coordinator to support day-to-day operations and deliver an exceptional experience for students, trainers and stakeholders. This role is critical in ensuring smooth administrative processes, efficient learning delivery and strong relationship management.

Key Responsibilities

Administration & Office Operations

• Oversee daily office operations including security, maintenance, inventory, and records management
• Manage front office activities including receiving guests and handling calls
• Coordinate internal and external communications (emails, memos, enquiries)

Student Administration & Support

• Manage the full student admission and onboarding process
• Track attendance, performance reports, and student satisfaction feedback
• Coordinate timetables, learning materials, and e-learning logistics
• Ensure timely communication to students on academic and administrative matters
• Maintain accurate student records, databases, and reports
• Support certification processes, final projects, and student placements

Trainer Coordination

• Support trainer onboarding and ensure agreements (MOUs) are in place
• Coordinate training schedules, calendars, and communication
• Ensure timely submission and quality control of lesson plans and materials
• Maintain organized records of training content and recordings
• Track trainer attendance and support invoice reconciliation
• Facilitate trainer feedback and continuous improvement initiatives

Certification & External Body Coordination

• Act as liaison with certification bodies (e.g., CIM)
• Support students through certification processes and communicate results
• Maintain certification performance records and reports

Customer Care & Relationship Management

• Build and maintain strong relationships with students, trainers, and stakeholders
• Handle enquiries, feedback, and complaints promptly and professionally
• Monitor satisfaction levels and implement improvements
• Maintain accurate customer records and reports
• Drive engagement, referrals, and repeat business

General Support

• Provide administrative support to finance (documentation, petty cash, collections)
• Support marketing and other teams as needed
• Contribute to a collaborative, team-oriented environment

Qualifications & Experience

• Bachelor’s degree in Business Administration or a related field
• Minimum of 3 years’ experience in an administrative or customer service role
• Strong communication, organizational, and problem-solving skills
• High attention to detail with the ability to manage multiple priorities
• Proficiency in Google Workspace and administrative systems
• Ability to use relevant AI tools
• Strong interpersonal skills with a customer-centric mindset
• Ability to work both independently and collaboratively

• Oversee daily office operations including security, maintenance, inventory, and records management
• Manage front office activities including receiving guests and handling calls
• Coordinate internal and external communications (emails, memos, enquiries)
• Manage the full student admission and onboarding process
• Track attendance, performance reports, and student satisfaction feedback
• Coordinate timetables, learning materials, and e-learning logistics
• Ensure timely communication to students on academic and administrative matters
• Maintain accurate student records, databases, and reports
• Support certification processes, final projects, and student placements
• Support trainer onboarding and ensure agreements (MOUs) are in place
• Coordinate training schedules, calendars, and communication
• Ensure timely submission and quality control of lesson plans and materials
• Maintain organized records of training content and recordings
• Track trainer attendance and support invoice reconciliation
• Facilitate trainer feedback and continuous improvement initiatives
• Act as liaison with certification bodies (e.g., CIM)
• Support students through certification processes and communicate results
• Maintain certification performance records and reports
• Build and maintain strong relationships with students, trainers, and stakeholders
• Handle enquiries, feedback, and complaints promptly and professionally
• Monitor satisfaction levels and implement improvements
• Maintain accurate customer records and reports
• Drive engagement, referrals, and repeat business
• Provide administrative support to finance (documentation, petty cash, collections)
• Support marketing and other teams as needed
• Contribute to a collaborative, team-oriented environment

• Strong communication skills
• Organizational skills
• Problem-solving skills
• High attention to detail
• Ability to manage multiple priorities
• Proficiency in Google Workspace
• Proficiency in administrative systems
• Ability to use relevant AI tools
• Strong interpersonal skills
• Customer-centric mindset
• Ability to work independently
• Ability to work collaboratively

• Bachelor’s degree in Business Administration or a related field
• Minimum of 3 years’ experience in an administrative or customer service role