About Us
- upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow. Designation – Associate
- Student Success Work Location – Ahmedabad Work Mode – Work From Office (6 Days) Freshers Can Apply Role Overview
- 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
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- 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. Skills Required
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- Strong communication (written and verbal)
- Problem solving and multitasking
- Decision making
- Understanding customer needs
- Teamwork & collaboration
- Accountability & ownership