- 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 – exact 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.
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.