Executive - Learner Success

Key Responsibilities:

1. 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.

1. 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.

1. 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.

1. 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