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.