We are looking for a Retention Executive with strong experience in student counselling, follow-ups, and retention. The ideal candidate should be confident in understanding student concerns, handling drop-out cases, and convincing students to continue or rejoin their course.
Key Responsibilities
Proactively contact students who have discontinued, dropped out, or are considering discontinuing their courses.
Understand the reasons behind student drop-out and identify the concerns or challenges they are facing.
Conduct effective student counselling and provide suitable solutions to address their concerns.
Convince and motivate students to continue their course or rejoin after dropping out.
Maintain regular follow-ups with dropped and inactive students.
Build a positive relationship with students and maintain continuous engagement.
Handle objections related to course, fees, attendance, personal issues, career concerns, or other reasons for discontinuation.
Coordinate with academic and management teams to resolve student concerns wherever required.
Maintain accurate records of retention calls, counselling outcomes, follow-ups and rejoining status.
Achieve assigned retention and rejoining targets.
Identify common reasons for student dropouts and share feedback with the management team to improve student retention.
Requirements
1–3 years of solid experience in student counselling, student retention, tele-counselling, or similar roles.
Excellent communication and convincing skills.
Robust ability to handle objections and difficult conversations.
Patient, empathetic and confident while interacting with students.
Target-oriented with robust follow-up skills.
Experience in EdTech, educational institutions, training institutes, or similar sectors is preferred.
Candidates who have handled dropout/recovery/retention cases will be given preference.
Basic knowledge of Excel/Google Sheets and CRM systems.
Key Performance Areas
Student retention rate
Number of dropped students successfully rejoined
Follow-up effectiveness
Counselling quality
Student engagement and satisfaction