As a student success specialist at Yes Germany, you will play a crucial role in ensuring exceptional service delivery to students seeking educational opportunities abroad. Your responsibilities will encompass a range of tasks, including addressing student inquiries, providing information on programs, resolving issues, and contributing to overall student satisfaction. You will work closely with the Customer Service team, collaborating with Team Leads, Managers, and Higher Management to achieve performance goals and deliver a positive student experience.
Key Responsibilities
- Student support: Respond promptly and courteously to student inquiries through various communication channels, including phone, email, and chat. Provide accurate and comprehensive information about educational programs, application processes, and related services.
- Issue resolution: Effectively identify and resolve student issues, escalating when necessary to ensure timely resolution. Collaborate with other departments to address complex student queries and concerns.
- Student engagement: Proactively engage with students throughout their educational journey to ensure a positive and supportive experience. Conduct follow-ups to gather feedback, track progress, and address any emerging issues.
- Documentation: Maintain accurate and up-to-date student records in the CRM system. Ensure compliance with data protection and privacy regulations in handling student information.
- Reference lead generation: Encourage and facilitate the generation of reference leads from existing satisfied students. Collaborate with marketing to promote referral programs and initiatives.
- Collaboration: Work closely with team leads, managers, and higher management to achieve individual and team performance goals. Participate in regular team meetings and training sessions to enhance skills and knowledge.
About Company: We are an education consultancy providing admission and visa services to students and helping with career counseling.
