About the Role
BASIC FUNCTION
• To ensure the students have a seamless academic experience around delivery of their programs from admission to exit.
• To ensure high student satisfaction and ensure student re-registrations & completions across semesters. Responsibilities 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 studentsʼ specific requirements/ queries and also receive inbound calls whenever required to address studentʼs queries and respond to their emails.
• To achieve high student satisfaction by providing a personalized – accurate 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 exact 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. Qualifications PROFILE REQUIRED
• Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream.
• 10 months – 1 year Experience in academics/student counselling. Required Skills
• Skill & Knowledge:
• Good 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. Preferred Skills
• Experience in handling Inbound and Outbound calls is preferred.