KEY ACTIVITIES & RESPONSIBILITIES
• To be the first level
- point of university contact for the student.
• To act as an interface between the Student and the University departments.
• To track and communicate students, their academic progress, submission requirement and its status, in accordance with the University session calendar.
• To handle both academic and administrative related (such as fee payment, LMS) student queries via calls, emails, and chat
• To facilitate in addressing students with their semester – subject related queries.
• To nurture students in completing their academic requirements in a timely manner.
• To make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer students’ specific requirements/ queries and also receive inbound calls whenever required to address students’ queries and respond to their emails.
• To achieve high student satisfaction by providing a personalized – precise and elaborate reply based on the student query., increase in Active learners, high outbound call connects, reduction in repeat queries/ complaints and meeting quality measures, accuracy & timelines in addressing the student queries
• To create and follow processes and recommend process improvements
• To identify, escalate priority issues, coordinate with various teams to get the responses,
and ensure that the response is provided to the student within the TAT.
• To achieve high re-registration of students to next semester and high program completion rate.
• To provide a precise and concise information through effective communication technique
• To adapt and handle changing situations and environments efficiently
• To use effective data points and interpersonal skills to resolve conflict situations
• Refrain students from the last-minute submission of IAs, Project Synopsis and Project report Skill & Knowledge:
• Positive knowledge of a University Academic Processes
• Interpersonal and organizational skills
• Knowledge of ticketing system & any CRM Competencies:
• Verbal, Listening and Written communication skills
• Problem analysis and solving skills
• Stress tolerance and attention to detail
• Team working Quick learner with an ability to multitask and attention to detail.
• Should be willing to work on weekends on a rotation basis.
• Building strong relationship with students as well as within the organization
• Sound Communication ability and Computer proficiency, especially in excel (updating MIS and preparing reports) and PPTs.
• Experience in handling Inbound and Outbound calls is preferred.