Job Description

BASIC FUNCTION:

To ensure the students have a seamless academic experience around delivery of their programs from admission to exit. To ensure high student satisfaction and ensure student re-registrations & completions across semesters.

KEY ACTIVITIES & RESPONSIBILITIES:

To be the first level - point of university contact for the student.

To act as an interface between the Student and the University departments.

To track and communicate students, their academic progress, submission requirement and its status, in accordance with the University session calendar.

To handle both academic and administrative related (such as fee payment, LMS) student queries via calls, emails, and chat

To facilitate in addressing students with their semester - subject related queries.

To nurture students in completing their academic requirements in a timely manner.

To make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer students' specific requirements/ queries and also receive inbound calls whenever required to address student's queries and respond to their emails.

To achieve high student satisfaction by providing a personalized - precise and elaborate reply based on the student query., increase in Active learners, high outbound call connects, reduction in repeat queries/ complaints and meeting quality measures, accuracy & timelines in addressing the student queries

To create and follow processes and recommend process improvements

To identify, escalate priority issues, coordinate with various teams to get the responses, and ensure that the response is provided to the student within the TAT.

To achieve high re-registration of students to next semester and high program completion rate.

To provide a precise and concise information through effective communication technique

To adapt and handle changing situations and environments efficiently

To use effective data points and interpersonal skills to resolve conflict situations

Refrain students from the last-minute submission of IAs, Project Synopsis and Project report

INTERNAL & EXTERNAL INTERACTIONS:

Internal: Course Coordinators, Student support executives

External: Students, External Faculty/ SME

PROFILE REQUIRED:

Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream.

2 - 6 years' Experience in academics/student counselling

Skill & Knowledge:

Good knowledge of a University Academic Processes

Interpersonal and organizational skills

Knowledge of ticketing system & any CRM

Competencies:

Verbal, Listening and Written communication skills

Problem analysis and solving skills

Stress tolerance and attention to detail

Team working Quick learner with an ability to multitask and attention to detail.

Should be willing to work on weekends on a rotation basis.

Building strong relationship with students as well as within the organization

Sound Communication ability and Computer proficiency, especially in excel (updating MIS and preparing reports) and PPTs.

Experience in handling Inbound and Outbound calls is preferred.

Regards

Ashika Kumari

Senior HR

7457911134

Job Type: Full-time

Work Location: In person