JD for the Relationship Manager

• Managing the customer base of 300 parents/students.

• Responding to customer queries promptly and accurately, via phone, email, or chat.

• Coordinating with subject teachers and students to ensure classes are conducted as

scheduled.

• Coordinating with all stakeholders as and when required for class rescheduling.

• Gathering feedback from parents, students, and teachers to improve class functioning

processes.

• Maintaining strong relationships with students and parents, ensuring renewals, upsells,

and cross-sells of Turito's products, while meeting retention/renewal revenue targets.

• Responsible for churn control and maintaining a high customer retention percentage.

• Maintaining a tracker of ongoing and upcoming classes, along with communication

logs through phone, chat, email, and other channels.

• Adhering strictly to Turito's processes in responding to client issues.

• Gathering customer feedback and sharing it with teachers and relevant departments for

issue resolution.

• Creating an inspiring team environment with open communication.

• Setting clear goals, delegating tasks, and setting TAT (Turnaround Time).

• Monitoring team performance and enabling development opportunities through

participation in various initiatives.

• Preparing development plans for team members and tracking their implementation.

• Listening to team members feedback and resolving conflicts, if any.

• Suggesting and implementing team-building activities.

• Having a customer-centric approach.

• Working with the team on resolving customer queries promptly.

• Conducting quality audits of existing processes and reporting process gaps to

immediate managers.

Requirements:

• Experience as a Relationship Manager in EdTech or similar role for 3-4 years.

• Experience using CRM tools will be an added advantage.

• Excellent communication and problem-solving skills.

• Multi-tasking abilities.

• Patience when handling tough cases.

Education Qualification:

• Graduate in any discipline with good communication and written skills.

Timings: Need to work as per the Morning/Night rotational shift.

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