Key Responsibilities
- Coordinate with academic, operations, LMS, and customer support teams to ensure seamless workflow.
- Analyze performance metrics, identify gaps, and implement corrective action plans.
- Ensure timely resolution of queries while maintaining high customer satisfaction standards.
- Handle L2 and L3 escalations (Calls/Chats/Emails/Groups) effectively and ensure proper resolution.
- Fetch and review Daily Productivity Reports for pending tickets and queries.
- Audit tickets and escalations regularly and provide constructive feedback to executives for improvement and to ensure FRR.
- Conduct Long Absenteeism and Withdrawal Analysis.
- Create login credentials for new students and complete student onboarding processes (Third Language, Hindi/English Parallel, Club Activities), including sending forms to parents and ensuring timely follow-ups.
- Collate records of renewals and new admissions.
- Run and track broadcast campaigns through CRM.
Skills: customer satisfaction,query resolution,communication,escalation resolution,customer support,learning management systems
