Role & responsibilities :

- Manage a large learner portfolio (~1000-1200 learners) ensuring high engagement and completion rates

- Collaborate with program, content, academic, tech and operations team
- To manage batches/learners queries received on telegram channels and email tickets. To do outgoing calls to the unique learners professionally and maintain 3-4 hours talk time per day talk time, resolve learners' queries, generate referral leads on calls/chats/emails

- Provide accurate, valid and complete information by using the right methods/CRM tools & resolve all types of queries

- Resolve service problems by clarifying the learner's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem

- Providing appropriate solutions and alternatives within the time limits and following up to ensure the resolution

- Drive social media positive mentions, learner satisfaction metrics such as NPS, CSAT & SLA adherence

- Identify and assess learners' needs to achieve satisfaction & NPS.



Meet personal/team sales targets and call/chat/email handling quotas

- Keep records of customer interactions, process learner accounts and file documents

- Raising Requests to cross-functional teams and following up to resolve the issues within TAT

- Follow calling procedures, guidelines, and policies. Maintain call/chat/email quality by adhering to all quality audit parameters, Go the extra mile to enhance the learner experience

- Handle learner queries and escalations in a professional and timely manner.

- Identify referrals, upsell and cross-sell opportunities where relevant.

- Flexible for shift timing (late night shifts). Work from the office (6 days a week)

Preferred candidate profile

- Solid communication (written and verbal)

- Problem solving and Multitasking

- Decision making

- Understanding customer needs

- Teamwork & collaboration

- Accountability & ownership

- Language (No MTI): English and Hindi

📌 Project Coordinator (Ahmedabad)
🏢 upGrad
📍 Ahmedabad