JOB DESCRIPTION
BASIC FUNCTION
- 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.
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 facilitate in addressing students with their semester – subject related queries
- To nurture students in completing their academic requirements in a timely manner.
- To create and follow processes and recommend process improvements
- 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
- 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 make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer student's specific requirements/ queries and also receive inbound calls whenever required to address student's queries and respond to their emails.
- To achieve high student satisfaction by providing a personalized – precise 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 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.
INTERNAL & EXTERNAL INTERACTIONS
Internal: Course Coordinators, Student support executives
External: Students, External Faculty/ SME
PROFILE REQUIRED
- 2 – 6 yearsʼ Experience in academics/student counselling
- Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream.
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.
