Key Responsibilities

As a Student Support Officer, you will be responsible for connecting with prospective students, understanding their study-abroad interests, generating counselling opportunities, maintaining consistent follow-ups, and supporting the organization in achieving admission and enrolment targets.

1. Student Calling & Lead Engagement

- Make approximately 100 to 150 outbound and inbound calls daily to prospective students.
- Handle fresh leads, follow-up leads, campaign leads, referral leads, and other assigned student enquiries.
- Communicate with students professionally and understand their study-abroad interests.
- Maintain consistent follow-ups with prospective students until the next stage is completed.
- Reconnect with no-response and pending leads as per the defined follow-up process.
- Ensure every student receives timely communication and proper guidance.

2. Lead Qualification

- Understand the student’s academic background, preferred destination, course interest, intake, budget, and current status.
- Ask relevant screening questions to understand student suitability.
- Identify interested and eligible students and convert them into qualified counselling opportunities.
- Update lead status accurately after each interaction.
- Ensure only genuine and relevant leads are moved to the counselling stage.
- Highlight priority or high-potential students to the concerned team.

3. Counselling Appointment Generation

- Generate student walk-ins, Zoom consultations, and counselling appointments.
- Coordinate appointments with the respective Destination Counsellors.
- Confirm counselling schedules with students and provide necessary appointment details.
- Conduct reminder calls/messages before scheduled counselling sessions.
- Track attended, rescheduled, cancelled, and missed appointments.
- Follow up on missed counselling appointments and attempt to reschedule.

4. Study Abroad Information & Guidance

- Provide basic information about universities, colleges, courses, study destinations, intakes, and overseas education opportunities.
- Explain available university programs and their key benefits to prospective students.
- Guide students on the next steps required for counselling and profile evaluation.
- Share accurate information only as per approved company and university updates.
- Avoid providing incorrect or unverified admission or visa-related information.
- Redirect detailed academic, admission, or visa queries to the respective specialist/counsellor.

5. Follow-up & Conversion Management

- Conduct strong and consistent follow-ups with all assigned leads.
- Follow up based on student interest level,



counselling status, intake, and next action.
- Maintain proper next-follow-up dates and remarks.
- Identify the reasons for student drop-offs or lack of response.
- Work towards improving lead-to-counselling conversion.
- Support counsellors by maintaining communication with interested students wherever required.

6. CRM & Data Management

- Maintain accurate records of all calls, student interactions, follow-ups, and outcomes.
- Update CRM and internal tracking sheets on time.
- Record correct lead status, remarks, next action, counselling status, and follow-up date.
- Avoid duplicate, incomplete, or incorrect lead updates.
- Ensure all assigned leads are updated before the end of the working day.
- Maintain proper data confidentiality and qualified handling of student information.

7. Coordination with Destination Counsellors

- Coordinate with Destination Counsellors for student profiling and further guidance.
- Share complete and accurate lead details while handing overqualified students.
- Obtain feedback from counsellors on student status and counselling outcomes.
- Follow up internally on pending student cases wherever required.
- Ensure smooth movement of students from calling to counselling.
- Maintain proper communication between the Student Support and Counselling teams.

8. Lead Generation & Prospecting Support

- Participate in approved lead-generation and student engagement activities.
- Support campaigns, webinars, events, education fairs, seminars, and promotional activities when required.
- Contact leads generated through marketing campaigns and events.
- Conduct timely follow-up on event-generated enquiries.
- Support student database calling and reactivation campaigns.
- Identify referral opportunities from interested students wherever applicable.

9. Student Relationship & Service Quality

- Maintain polite, professional, and student-friendly communication.
- Build trust with students through timely responses and consistent support.
- Listen carefully to student concerns and provide appropriate next steps.
- Maintain a positive student experience throughout the initial enquiry stage.
- Handle objections professionally and escalate complex concerns when required.
- Avoid making false commitments regarding admissions, scholarships,



visa approval, or outcomes.

10. Performance & Productivity

- Achieve assigned daily, weekly, and monthly calling targets.
- Achieve required lead qualification and counselling appointment targets.
- Maintain expected call quality and productivity levels.
- Meet monthly KPIs related to student engagement and conversion.
- Attend performance reviews and coaching sessions.
- Implement feedback received from the Team Lead or Reporting Manager.
- Continuously improve communication, follow-up, and conversion skills.

11. Reporting

- Prepare and update daily, weekly, and monthly performance reports.
- Track:
- Calls completed
- Students contacted
- Follow-ups completed
- Qualified leads
- Counselling appointments
- Walk-ins
- No-response cases
- Pending follow-ups
- Counselling attendance
- Conversions
- Ensure reports are accurate and submitted within the defined timelines.
- Highlight major lead issues or pending cases to the Reporting Manager.

12. Training & Knowledge Updates

- Attend regular product, destination, university, and process training sessions.
- Stay updated on overseas education trends and basic admission requirements.
- Stay informed about current intakes, new programs, and important university updates.
- Improve knowledge of study destinations and general visa-process information.
- Attend calling, communication, objection-handling, and conversion training sessions.
- Apply new learning during student interactions.

13. Compliance & Professional Conduct

- Follow company policies, SOPs, attendance rules, calling guidelines, and reporting timelines.
- Maintain confidentiality of student and company information.
- Use approved communication channels and processes.
- Maintain professional behaviour during calls and internal coordination.
- Ensure honest and accurate communication with students.
- Follow instructions provided by the Team Lead, Reporting Manager, and Management.

Key Performance Indicators (KPIs)

The Student Support Officer will be evaluated based on:

- Daily call productivity
- Student contact rate
- Follow-up completion rate
- Number of qualified leads
- Lead-to-qualified-lead conversion
- Counselling appointments generated
- Walk-ins generated
- Counselling attendance rate
- No-response lead recovery
- Lead follow-up turnaround time
- CRM/data accuracy
- Call quality
- Student response time
- Monthly target achievement
- Counselling contribution
- Admission and enrolment contribution
- Reporting accuracy and timeliness
- Attendance and process compliance
- Overall productivity and conversion performance

📌 Telecalling Executive (Hyderabad)
🏢 Career Bridge Consultants Private
📍 Hyderabad