- Counsel Students for programs offered by the institution
- Act as the first point of contact for all Authorized Enrolment Partners (AEPs)
- Educate AEPs about the product portfolio and services.
- Auditing the process of AEPs, including assessing call quality by AEPs
- Coordinating with the AEP and students for all admission related documentation and queries
- Conducting training sessions for AEP counsellors at regular intervals
- Resolving all critical student cases and center cases reported from various department
- Assists AEP resources to sell to manage leads.
- Stay updated on institutional policies, academic regulations, and compliance requirements to ensure students are well-informed.
Lead Management
- Allocate leads to AEP's as per the agreed grid with the TM and AM
- Ensure service levels are met at all times, both internally and externally
- Ensuring AEPs are maintaining a TAT (Turn Around Time) of 20 minutes.
- Manage walk-ins & counsel leads at the Learning Center
MIS & Reports
- Managing and analyzing data in SFDC (Salesforce.com)
for all leads and customer accounts
- Track lead queries, follow up with AEPs to resolve & maintain MIS
Stakeholder Collaboration
- work closely with other departments and stakeholders within the NCDOE to provide comprehensive support to AEPs
Requirements- Skills & Competencies
• Robust communication and interpersonal skills
• Counseling and problem-solving abilities
• Stakeholder management and coordination
• Proficiency in CRM tools (Salesforce preferred), MS Office Suite
• Attention to detail, process orientation, and multitasking
• Ability to work independently and as part of a team
• High customer-centric approach with time management skills
Requirements- Education & work experience
• Graduate/Postgraduate in any discipline.
• Relevant experience of at least 3 years of work experience in student counseling, education sales/support, or AEP/partner management.
• Familiarity with distance/online education processes will be an added advantage.