- Responsibilities Handle student/learner queries through chat, email, inbound calls, and outbound calls.

- Resolve complex queries related to courses, classes, schedules, payments, access, onboarding, assessments, certificates, and other operational concerns.
- Provide accurate, quick, and professional resolutions while maintaining high customer satisfaction.
- Conduct outbound calls for onboarding, follow-ups, pending actions, feedback collection, issue resolution, and student engagement.
- Assist new students throughout the onboarding process, ensuring they understand course structure, platforms, learning resources, and next steps.
- Proactively identify potential student issues and provide timely assistance to prevent escalations.

- Maintain detailed records of student interactions, complaints, resolutions, and follow-ups in CRM/ticketing systems.
- Coordinate with internal teams such as Academic, Operations, Sales, Finance, Tech/Product, and Faculty to resolve student concerns.
- Take ownership of cases from initial contact through final resolution.

Follow defined SOPs, SLAs, quality standards, and escalation processes.

- Track unresolved issues and conduct regular follow-ups until closure.




- Maintain accurate documentation and update knowledge bases/FAQs based on recurring student issues.

- Handle escalated or sensitive student concerns with empathy, professionalism, and strong problem-solving skills.
- Identify recurring problems and share feedback with relevant teams to improve the overall learner experience.
- Channel Responsibilities

Chat Support

- Manage multiple student conversations simultaneously.
- Provide fast and accurate responses.
- Troubleshoot basic technical and operational issues.

- Maintain skilled communication and response-time targets.

Call Support Inbound

- Handle incoming student calls.
- Understand the issue, troubleshoot, and provide first-contact resolution wherever possible.

- Escalate cases requiring intervention from other departments.

Outbound Calling

- Call students for onboarding and activation.
- Follow up on pending documentation, payments, classes, or support cases.

- Conduct feedback and satisfaction calls.
- Re-engage inactive students and address barriers affecting their learning journey.

Email Support

- Respond to student queries with clear and structured communication.

- Investigate issues before responding rather than providing generic resolutions.

📌 Student Support Executive (Noida)
🏢 Univo Edtech
📍 Noida