The role focuses on onboarding enrolled learners, addressing their queries, and coordinating with internal teams to ensure a smooth and positive learner experience after enrollment.
Key Responsibilities
- Conduct outbound calls daily (~70-80) to enrolled learners and explain program schedules, curriculum, learning portals, and other key details and send onboarding emails to ensure learners receive comprehensive program information.
- Verify and facilitate learner access to the learning platform and address any miscommunication or miscommitments made during the previous process.
- Provide accurate information and resolve learner queries using appropriate tools and processes.
- Handle customer concerns, identify root causes, and provide timely and effective solutions.
- Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT.
- Identify learner needs and enhance overall learner satisfaction.
- Generate referral leads and contribute to individual and team targets.
- Maintain accurate records of learner interactions,
accounts and relevant documentation.
- Adhere to calling procedures, quality parameters and organizational policies.
- Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience.
Skills Required:
- Strong communication (written and verbal)
- Problem solving and multitasking
- Decision making
- Understanding customer needs
- Teamwork & collaboration
- Accountability & ownership
- Language (No MTI): English and Hindi
Location: Near YMCA Club, SG Highway, Ahmedabad
Work Mode: Work from Office
Working Days: 6 days a week
Weekly Off: Sunday
Role: Back Office Operations, Industry Type: E-Learning / EdTech, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Back Office Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Customer Support Backend OperationsVoice Process