Learner success manager

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.