Service Operations Advisor (Learner)
Location: Bangalore
Grade: K2
Reports to: Customer Service Manager (Learner) - UK-based
Key partners: Learners, Employers, Employer Service, Student Experience, Apprenticeship Delivery
Role summary
As the voice of Kaplan, you will be part of a team who build and maintains strong relationships with learners, offering support and guidance throughout their journeys.
As a Service Operations Advisor (Learner), you will:
- Manage all inbound queries from existing and prospective learners via live chat, email, and social media, maintaining and improving learner satisfaction
- Ensure that departmental KPIs are met to guarantee that we are providing the best level of support to our learners
- Adhere to any internal or external regulations that govern UK education
- Collaborate with the UK-based support team, providing timely feedback and updates
- Complete administrative duties. For example, processing payment plans
- Identify any learner issues and escalate these appropriately
- Be proactive and timely when communicating with a learner to ensure enrolments/bookings are processed in line with requirements
- Carry out other duties within the broad scope and spirit of your role, as requested by your manager.
Detailed responsibilities
Service Delivery
- Enroll students in Kaplan's various courses/exams where required.
- Assist students with any online portal (MyKaplan) and reporting queries, adhering to strict SLA's
- Manage dissatisfaction and complaints accordingly and in a timely manner, escalating where needed and following Kaplan's complaint procedure
Revenue Generation
- Identify opportunities to generate revenue by upselling and cross-selling Kaplan products
- Identify prospective learners and log onto the data capture system, enrolling where possible.
- Identify potential B2B sales opportunities from inbound enquiries and forward leads to Employer teams.
Continuous Improvement
- Support the development and improvement of the learner journey by reporting back on any issues or trends.
You'll also carry out other duties within the broad scope and spirit of your role, as requested by your manager. Our business continuously evolves, so your role will too.
What you might be doing now
Your current role, or recent roles, may be:
- Educational Setting
- Administrative Role
- Call Centre environment
What you'll bring to the role
- Excellent communication skills – both written and verbal
- Ability to work independently but maintain strong communication
with overseas colleagues
- Experience of working within a customer-focused environment
- Target-driven and focused
- Personable and able to build rapport easily with learners
- Ability to manage a significant workload
- Driven to provide excellence in service
- Proactive and a desire to make a difference
- Team player
How you can build your career at Kaplan
From this role, your potential paths for career progression at Kaplan include:
- Lead/Senior Service Operations Advisor (Learner)
- Lead/Senior Service Operations Advisor (Employer)
