Key Responsibilities:
- Application Stage Support:
- Follow up with applicants who have expressed interest but have not yet completed their applications.
- With help of Sales Team, address any barriers or objections that may hinder the completion of the application process.
- Post-Enrollment Support:
- Act as the primary point of contact for enrolled learners, offering support throughout their educational journey.
- Respond promptly to learners enquiries, concerns, or issues raised in the form of tickets or through calls related to their courses, schedules, or other aspects of the learning experience.
- Proactively reach out to all active students to gather feedback on their learning experience on daily basis.
- Analyze feedback, identify trends, and provide actionable insights to the organization for continuous improvement and enhancement of programs and services.
- Collaborate with all the cross functional departments to ensure a seamless student experience.
- Retention
- Call and follow up with students who have not paid their outstanding installments, ensuring timely resolution.
- Identify students who may be potential dropouts, understand the reasons behind their disengagement, and work towards retaining them by addressing their concerns to achieve retention targets.
- Identify common challenges faced by learners during both the application and post-enrollment stages and suggest improvements to enhance retention.
- Documentation and Reporting:
- Maintain accurate records of all student interactions, inquiries, and resolutions in the system
- Ensure that all processes, documentation, and communications adhere to the audit rules and guidelines set by the organization.
Qualifications:
- Bachelor s degree from any stream.
- Proven experience in customer service, preferably in the education or EdTech sector, with a background in calling and retention.
- Strong communication and interpersonal skills, with the ability to build rapport with learners and understand their needs.
- Problem-solving mindset, with the ability to handle challenging situations calmly and efficiently.
- Ability to work both independently and as part of a team in a fast-paced environment.
Key Competencies:
- Customer-focused approach with a passion for helping others succeed.
- High level of empathy and patience.
- Strong organizational and multitasking abilities.
- Ability to work under pressure and meet deadlines.
- Positive attitude and a proactive approach to problem-solving.
Why Join Us
- Opportunity to make a meaningful impact on learners educational journeys.
- Collaborative and supportive work environment.
- Continuous learning and development opportunities.
Job Requirement
EXPERTISE AND QUALIFICATIONS
Mandatory Skills- Strong written and verbal communication skills - Strong database management skills - Collaboration with multiple stakeholders
Knowledge / Desired Skills- Graduate with 4+ years of experience in customer service / customer experience role - Experience in working with cross functional teams. - Exceptional communication skills - Excellent database management skills - Ownership and accountability
