Operations & Student Services

Student Counsellor

Location :

Mumbai

Job Description

Job Purpose :

This role acts as the first point of contact for enrolled students, providing customer-service-oriented support across all programmes offered by the NMIMS Centre for Distance & Online Education (CDOE). The role is responsible for addressing student queries related to admissions, academics, examinations, study materials, ID cards, fee receipts, cancellations, student portal services etc. The incumbent handles student interactions through phone calls, emails, and chat platforms, ensuring accurate information dissemination and timely query resolution. The role includes logging calls, raising and tracking service tickets, and coordinating with internal departments to resolve student concerns within defined Service Level Agreements (SLAs), thereby ensuring a seamless student experience.

Key Responsibilities

• Serve as the first point of contact for enrolled students, providing counselling and guidance on academic and administrative matters.




• Handle student interactions through multiple communication channels, including inbound and outbound telephone calls, emails, and chats.
• Address and resolve student queries related to admissions, academics, examinations, study materials, identity cards, fee receipts, cancellations, and other student services across
• Log student interactions accurately, raise service tickets, and coordinate with respective departments to ensure timely resolution within defined timelines and SLAs.
• Collaborate effectively with internal teams to facilitate prompt issue resolution and enhance overall student support experience.
• Maintain and regularly update trackers, MIS reports, and student records using CRM systems, portals, and internal tracking tools.
• Stay updated with institutional processes, university regulations, examination schedules, academic calendars, and fee structures to ensure accurate and consistent communication with
• Perform

📌 Student Counsellor (Mumbai)
🏢 NMIMS CDOE
📍 Mumbai