Job Summary
The Career Specialist will act as the first point of contact for all student enquiries. The role is responsible for handling end-to-end initial engagement, including inbound and outbound calls, qualifying prospects based on eligibility and interest, and converting them into qualified leads and confirmed walk-ins for the respective branches. This role is critical in ensuring lead conversion quality, timely follow-ups, and accurate enquiry handling.
Key Responsibilities
- Enquiry Handling & Communication
- Act as the first point of contact for all inbound enquiries (calls, forms, digital leads).
- Make outbound calls to new and existing enquiries as per defined SLAs.
- Ensure 100% enquiry coverage with no delay in first contact.
- Lead Qualification.
- Conduct the initial counselling/qualification call to understand:
- Student background and qualification
- Interest level and course suitability
- Readiness to proceed
- Categorize leads correctly as Qualified / Not Qualified / Follow-up required.
- Conversion & Walk-in Booking
- Convert qualified enquiries into confirmed walk-ins for the appropriate branch
(Calicut / Kochi / others).
- Coordinate and schedule branch visits, ensuring correct slot booking.
- Share accurate information about location, timing, and documents required.
- CRM & Process Compliance.
- Update all interactions, call outcomes, and statuses promptly in CRM and admission sheets.
- Maintain data accuracy and hygiene at all times.
- Follow defined calling, follow-up, and escalation processes.
- Collaboration & Reporting
- Work closely with branch teams to ensure smooth handover of qualified leads.
- Provide daily updates on:
- Calls made
- Leads qualified
- Walk-ins booked
- Highlight any issues related to lead quality or system/process gaps.
- Key Skills & Competencies
- Strong verbal communication skills (English + regional language preferred)
- Good listening and questioning skills
- Ability to handle high call volumes (inbound & outbound)
- Result-oriented with strong follow-up discipline
- Basic computer and CRM knowledge
- Ability to work in a target-driven environment
