Associate

JOB DESCRIPTION Job TitleAssociate (Assessments Office)Date25-Sep-2024FunctionAssessment OperationsJD written byAssociate ManagerReporting ToTeam LeaderJD Approved byHuman ResourcesBrandULawWork LocationHyderabad

About GUS Education India (GEI)

• GUS Education India (GEI) is the education arm of Global University Systems, a leading European Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.

Nature of The Job

• To manage Emails / CRM/ EDMC Tasks along with Phone Calls through MS-Teams and respond to enquiries from students, clients and staff within 24 to 48 hours, ensuring accurate and professional responses at all times in keeping with the corporate image of The University. Where necessary, re-direct enquiries to the appropriate Programme Team/department keeping students and clients fully informed of the status of their enquiry.

Job Purpose

• To gain a deep understanding of the GEI and Client partnership, the student journey and course offering
• To contribute to the development and to adhere to process maps, manuals, training materials, and time to time updates given by the Team leader / onshore staff within Assessment Operations.
• To deliver timely, professional and proactive services to staff and students.

Organizational Structure


Key AccountabilityActionsEnsuring timely and professional communication
Manage Emails, CRM, EDMC / Proctoring tasks, and handle phone calls via MS Teams (SLA 20sec). Respond to enquiries from students, clients, and staff within defined SLAs (2448 hours), ensuring responses are accurate, professional, and aligned with the Universitys communication standards. Where required, redirect queries to the appropriate Programme or department while keeping stakeholders informed of progress.Efficiently managing and directing enquiriesIdentify the nature of enquiries and responding /redirect them to the relevant programme team or department in line with established procedures. Ensure students and clients are kept informed regarding next steps and timelines.Maintaining Accurate and Complete RecordsAccurately record all interactions and case details in Email systems, CRM, and MS Lists and Process Trackers. Ensure records are complete, updated after every interaction, and maintained in accordance with data and documentation standards.Delivering accurate and timely informationProvide clear and correct information related to assessments by following approved guidelines and reference materials. Respond to enquiries in a timely manner, demonstrating working knowledge of assessment processes, regulations, and protocols.Ensuring adherence to policies and regulationsFollow all departmental, client, and assessment-related policies, procedures, and regulatory requirements. Escalate policy-related queries or exceptions to Team Leader when required.Providing accurate and professional responses to routine inquiriesHandle routine enquiries received via phone, email, CRM, and MS Lists professionally and courteously. Maintain consistency, accuracy, and clarity in communication, ensuring alignment with the Universitys corporate image.

Desired ProfileQualification

• Graduate level or equivalent
• Proficient in Microsoft Office Tools and CRM software

Skills

• Excellent oral and written communication skills in English (similar to native tongue)
• Diplomatic and assertive manner
• Takes pride in completing work to a high standard
• Ability to identify and logically analyze issues and suggest/implement solutions
• Attention to detail and accuracy
• Ability to work with people at all levels of seniority
• Polite, reliable, helpful and positive attitude.
• Ability to cope when under pressure
• Excellent organizational skills
• Flexibility in working hours required including weekends and changes in shift at short notice

Relevant
Experience

• 1-3 years of experience in the relevant area

GUS Values

• GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
• There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.

Benefits

• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometers radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which includes 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totaling to 45 days time off in a year.

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