Position Overview

Job Title: Digital Counsellor

Company: Kanan.co

Department: KDST

Location: Vadodara

Employment Type: Full-Time

Experience: 1–3 years preferred; freshers with solid communication and sales aptitude may also be considered

Reporting To: Department Head

About the Role

Kanan.co is looking for a dynamic, target-oriented, and student-focused Digital Counsellor to handle prospective students through digital channels and guide them throughout their study-abroad journey.

The Digital Counsellor will be responsible for connecting with leads generated through WhatsApp, phone calls, website enquiries, social media, digital campaigns, and other online platforms , understanding their requirements, recommending suitable study-abroad options, nurturing leads, and converting qualified prospects into applications.

The ideal candidate should have excellent communication skills, strong follow-up abilities, a consultative sales approach, and an understanding of the overseas education industry.

- Key Roles & Responsibilities

1. Digital Lead Management

- Handle leads received through WhatsApp, website, social media, online enquiry forms, paid campaigns, and other digital sources.
- Respond to new enquiries promptly and professionally.
- Understand student requirements, academic background, budget, preferred destination, course, intake, and career objectives.
- Categorize and prioritize leads based on their quality and likelihood of conversion.
- Maintain accurate lead information and activity records in the CRM.

1. Student Counselling

- Provide one-to-one counselling through phone calls, WhatsApp, video calls, and other digital communication channels.
- Counsel students regarding suitable countries, universities, courses, intakes, tuition fees, scholarships, eligibility criteria, and career opportunities .
- Provide accurate and transparent information without making unrealistic commitments.
- Identify student concerns and provide suitable solutions.
- Explain the complete application and admission process clearly to students and parents.

1. Lead Conversion & Sales

- Convert qualified digital leads into counselling appointments and applications.
- Follow a structured sales funnel from Lead → Contact → Counselling → University Selection → Application → Offer → Visa Process .
- Identify student buying signals and move prospects toward the next stage.
- Handle objections related to fees, university selection, country preference, timelines, family concerns, and competitors.
- Achieve monthly and quarterly admission/revenue targets.

1. Follow-Up & Lead Nurturing

- Conduct systematic follow-ups with prospective students.
- Maintain regular communication with students who are not immediately ready to apply.
- Create personalized follow-up strategies based on student requirements and application timelines.
- Re-engage old, inactive, and missed leads.
- Ensure no qualified lead is left unattended.

1. Digital Communication

- Communicate professionally through:
- WhatsApp Business
- Phone Calls
- Email
- Video Calls
- Website Chat
- Social Media Enquiries
- Other approved digital platforms
- Maintain professional tone and response quality across all communication channels.
- Share approved brochures, university information, course details, fee structures, and other relevant resources.

1. Application Coordination

- Coordinate with the application and documentation teams after successful counselling.




- Ensure students understand required documents and deadlines.
- Track application progress and keep students updated.
- Coordinate with internal teams to resolve application-related queries.
- Follow up with students for pending documents and actions.

1. CRM & Reporting

- Maintain updated records of all leads, calls, conversations, follow-ups, and outcomes.
- Update CRM status on a daily basis.
- Maintain accurate pipeline information.
- Prepare daily/weekly/monthly activity reports when required.
- Monitor personal conversion performance and identify areas for improvement.

1. Student & Parent Relationship Management

- Build trust and long-term relationships with students and parents.
- Handle queries professionally and patiently.
- Maintain high standards of customer experience.
- Ensure students receive timely updates throughout the counselling and application journey.
- Collect feedback and communicate recurring concerns to management.

1. Team Coordination

- Coordinate with Counsellors, Relationship Managers, Application Teams, Visa Teams, Marketing, and Department Heads.
- Participate in team meetings, training sessions, product updates, and counselling reviews.
- Stay updated about changes in universities, courses, intakes, admission requirements, and study-abroad processes.

Key Result Areas (KRA)
- KRA Key Responsibilities Expected Outcome Digital Lead Management
- Handle and categorize incoming digital leads
- Fast and organized lead handling Lead Response
- Respond to enquiries through digital channels
- Higher contact and engagement rate
- Student Counselling Understand requirements and provide suitable guidance
- High-quality counselling Lead Conversion
- Convert qualified leads into applications/admissions
- Achievement of sales targets Follow-Up
- Regularly follow up with prospects Reduced lead leakage

Application Generation

- Convert counselling prospects into applications Consistent application pipeline

- Student Experience
- Maintain professional and transparent communication

- High satisfaction and trust

- CRM Management
- Update all lead and follow-up information

- Accurate and updated database
- Revenue Generation Contribute toward admission/revenue targets
- Monthly and quarterly target achievement Team Coordination
- Coordinate with internal departments Smooth student journey

- Reporting
- Submit accurate activity and performance reports

- Better management visibility

- Process Compliance
- Follow company counselling and sales processes

- Consistent service quality

- Key Performance Indicators (KPI)
- Lead & Activity KPIs
- 100% of assigned leads to be contacted within the defined response timeline.
- Maintain a high daily call and communication activity as per assigned targets.
- Maintain consistent WhatsApp/email follow-up activity.
- Ensure all assigned leads have an updated CRM status.
- Zero avoidable lead leakage due to missed follow-up.

- Conversion KPIs
- Performance should be measured across the complete funnel:




- Digital Leads → Connected Leads → Qualified Leads → Counselling → Applications → Offers → Enrolments

- Key metrics include
- Lead-to-contact conversion rate.
- Contact-to-counselling conversion rate.
- Counselling-to-application conversion rate.
- Application-to-offer conversion rate.
- Offer-to-enrolment conversion rate.
- Overall lead-to-admission conversion rate.
- Monthly application target achievement.
- Monthly admission/revenue target achievement.
- Follow-Up KPIs
- Follow-up completion rate.
- Number of active prospects maintained.
- Re-engagement of old/inactive leads.
- Timely follow-up on pending applications and documents.
- Reduction in lost leads caused by delayed communication.

- Quality KPIs
- Accuracy of information provided to students.
- Student/parent satisfaction.
- Quality of counselling interactions.
- Complaint and escalation rate.
- CRM data accuracy.
- Compliance with company processes and communication standards.

- Suggested Monthly Performance Scorecard
- Performance Area Weightage Lead Handling & Response Time 15% Counselling Quality 20%
- Lead Conversion 20% Applications & Admissions 20% Follow-Up & Lead Nurturing 10% CRM & Reporting Discipline 5% Student Experience & Team Coordination 10%

- Total100%

Required Skills & Competencies
- Communication Skills
- Excellent verbal and written communication.
- Strong English communication skills.
- Ability to communicate confidently with students and parents.
- Strong listening and questioning skills.

- Sales Skills
- Consultative selling approach.
- Lead qualification and conversion skills.
- Strong negotiation and objection-handling abilities.
- Target-oriented mindset.
- Strong follow-up discipline.

- Digital Skills
- Comfortable using WhatsApp Business and digital communication platforms.
- Basic knowledge of CRM systems.
- Good knowledge of Google Workspace and Microsoft Office.
- Ability to work with online lead management systems.
- Familiarity with social media and digital lead-generation channels is an advantage.

- Study Abroad Knowledge

Knowledge of one or more major study-abroad destinations such as:
- UK
- USA
- Canada
- Australia
- New Zealand
- Germany
- Ireland
- Other European destinations
- Knowledge of admission processes, university selection, intakes, eligibility, tuition fees, and scholarships will be an advantage.

Educational Qualification
- Bachelor's degree in any relevant discipline.
- Candidates with backgrounds in International Education, Business Administration, Marketing, Sales, Hospitality, Communication, or related fields may be preferred.
- Relevant study-abroad counselling or sales certifications will be an advantage.

Experience
- Preferred: 1–3 years of experience in:
- Study Abroad Counselling
- Education Consultancy
- Inside Sales
- EdTech Sales
- Telecalling / Telesales
- Customer Relationship Management
- Digital Lead Conversion
- Freshers with excellent communication skills, strong sales aptitude, and a willingness to learn may also be considered.
- Desired Personality Traits
- Student-centric and empathetic.
- Confident and persuasive.
- Target-driven and performance-oriented.
- Patient and professional.
- Strong ownership and accountability.
- Excellent follow-up discipline.
- Comfortable working in a fast-paced workplace.
- Positive attitude and willingness to learn.
- Ability to handle pressure and multiple leads simultaneously.

📌 Virtual Counselor (Vadodara)
🏢 Kanan.co
📍 Vadodara