Customer Success Associate

Academic Advisor
Bangalore, UNext Learning Pvt. Ltd. - Learning and Content Development - Customer Success - Counselling - NA
JOB DESCRIPTION
BASIC FUNCTION
To ensure the students have a seamless academic experience around delivery of their programs from admission to exit. To ensure
high student satisfaction and ensure student re-registrations & completions across semesters.
KEY ACTIVITIES & RESPONSIBILITIES
To be the first level - point of university contact for the student.
To act as an interface between the Student and the University departments.
To track and communicate students, their academic progress, submission requirement and its status, in accordance with
the University session calendar.
¢ To handle both academic and administrative related (such as fee payment, LMS) student queries via calls, emails, and
chat
¢ To facilitate in addressing students with their semester subject related queries.
¢ To nurture students in completing their academic requirements in a timely manner.
¢ To make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to
answer students specific requirements/ queries and also receive inbound calls whenever required to address students
queries and respond to their emails.
¢ To achieve high student satisfaction by providing a personalized precise and elaborate reply based on the student
query., increase in Active learners, high outbound call connects, reduction in repeat queries/ complaints and meeting
quality measures, accuracy & timelines in addressing the student queries
¢ To create and follow processes and recommend process improvements
¢ To identify, escalate priority issues, coordinate with various teams to get the responses, and ensure that the response is
provided to the student within the TAT.
¢ To achieve high re-registration of students to next semester and high program completion rate.
¢ To provide a precise and concise information through effective communication technique
¢ To adapt and handle changing situations and environments efficiently
¢ To use effective data points and interpersonal skills to resolve conflict situations
¢ Refrain students from the last-minute submission of IAs, Project Synopsis and Project report
INTERNAL & EXTERNAL INTERACTIONS
¢ Internal: Course Coordinators, Student support executives
¢ External: Students, External Faculty/ SME
PROFILE REQUIRED
¢ Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications
/Information Technology Stream.
¢ 2 6 years Experience in academics/student counselling
Skill & Knowledge:
¢ Good knowledge of a University Academic Processes
¢ Interpersonal and organizational skills
¢ Knowledge of ticketing system & any CRM
Competencies:
¢ Verbal, Listening and Written communication skills
¢ Problem analysis and solving skills
¢ Stress tolerance and attention to detail
¢ Team working Quick learner with an ability to multitask and attention to detail.
¢ Should be willing to work on weekends on a rotation basis.
¢ Building strong relationship with students as well as within the organization
¢ Sound Communication ability and Computer proficiency, especially in excel (updating MIS and preparing reports) and
PPTs.
¢ Experience in handling Inbound and Outbound calls is preferred.