Job Description

We are looking for a dedicated After-Sales Support Executive to ensure a seamless and satisfying experience for students who have enrolled in academic programs. The ideal candidate will assist students post-enrollment by addressing their queries, providing guidance on academic resources, and offering support to enhance their learning journey. This role bridges the gap between enrollment and academic success, ensuring students feel supported and valued. Additionally, the candidate will play a key role in building relationships with students to promote and manage student referrals, further contributing to program growth and success.

Key Responsibilities:

Student Onboarding:

Guide students through the onboarding process, ensuring they understand the course structure, timelines, and available resources.

Assist in setting up their accounts on learning platforms or portals.

Academic Support:

Provide detailed guidance on course materials, online resources, and supplementary tools.

Address concerns related to curriculum, study schedules, and assessments.

Query Resolution:

Serve as the primary point of contact for post-enrollment queries.

Troubleshoot technical or administrative issues faced by students and ensure timely resolutions.

Student Engagement:

Proactively check in with students to monitor their progress and address potential challenges.

Provide motivational and academic advice to enhance student retention and success rates.

Collaboration with Internal Teams:

Work closely with admissions, faculty, and technical teams to provide holistic support.

Communicate recurring student concerns to the relevant departments to improve processes.

Feedback and Improvement:

Collect feedback from students on their learning experience and share actionable insights.

Suggest improvements to after-sales processes to enhance student satisfaction.

Reporting and Documentation:

Maintain accurate records of student interactions, queries, and resolutions.

Prepare regular reports on student support metrics and engagement.

Referrals from Existing Students:

Build Relationships with Students:

Establish strong rapport with students by maintaining regular communication and offering exceptional support throughout their academic journey.

Encourage Student Referrals:

Promote the referral program to existing students, highlighting its benefits (e.g., incentives, scholarships, or other perks for successful referrals).

Proactively identify satisfied students and encourage them to refer friends, family, or colleagues who might benefit from similar academic programs.

Manage the Referral Process:

Track and monitor referral submissions to ensure smooth processing.

Coordinate with the admissions team to provide timely updates on referral outcomes to the referrers.

Promote Program Success Stories:

Share inspiring student success stories to motivate current students to refer others.

Feedback for Improvement:

Gather input from existing students about the referral program and implement strategies to enhance its effectiveness.

Qualifications:

Bachelor's degree in Education, Counseling, or related fields.

Proven experience in academic counseling, customer support, or a similar role.

Familiarity with online learning platforms and tools is an advantage.

Skills Required:

Excellent communication and interpersonal skills.

Strong problem-solving abilities with a student-first mindset.

Organizational and time management skills.

Proficiency in using CRM software and MS Office tools.

Empathy and the ability to handle diverse student needs.

Desired Skills for Driving Referrals:

Relationship-Building Skills: Ability to build trust and connect with students on a personal level.

Sales and Marketing Acumen: Skills to subtly promote the referral program without being overly pushy.

Communication Skills: Strong verbal and written communication to explain the referral program clearly and effectively.

Empathy and Positivity: Create a positive student experience that naturally encourages students to refer others.

Analytical Skills: Monitor referral trends and provide insights for improving the program.

Key Performance Indicators (KPIs):

Resolution time for student queries.

Student satisfaction scores.

Retention rates and academic success metrics.

Feedback implementation and process improvement initiatives.

Number of successful student referrals.

Growth of the referral program through existing students.

Incentives for Driving Referrals:

Performance-based incentives for every successful student referral.

Recognition and rewards for top-performing employees in referral conversions.

Interested candidates contact HR #90439 70288

Job Types: Full-time, Permanent

Pay: ?17,500.23 - ?31,869.23 per month

Benefits:

Cell phone reimbursement Internet reimbursement Provident Fund
Schedule:

Day shift Fixed shift
Work Location: In person