Project Coordinator

Role & responsibilities :

• Manage a large learner portfolio (~1000-1200 learners) ensuring high engagement and completion rates
• Collaborate with program, content, academic, tech and operations team
• To manage batches/learners queries received on telegram channels and email tickets. To do outgoing calls to the unique learners professionally and maintain 3-4 hours talk time per day talk time, resolve learners' queries, generate referral leads on calls/chats/emails
• Provide accurate, valid and complete information by using the right methods/CRM tools & resolve all types of queries
• Resolve service problems by clarifying the learner's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• Providing appropriate solutions and alternatives within the time limits and following up to ensure the resolution
• Drive social media positive mentions, learner satisfaction metrics such as NPS, CSAT & SLA adherence
• Identify and assess learners' needs to achieve satisfaction & NPS. Meet personal/team sales targets and call/chat/email handling quotas
• Keep records of customer interactions, process learner accounts and file documents
• Raising Requests to cross-functional teams and following up to resolve the issues within TAT
• Follow calling procedures, guidelines, and policies. Maintain call/chat/email quality by adhering to all quality audit parameters, Go the extra mile to enhance the learner experience
• Handle learner queries and escalations in a professional and timely manner.
• Identify referrals, upsell and cross-sell opportunities where relevant.
• Flexible for shift timing (late night shifts). Work from the office (6 days a week)

Preferred candidate profile :

• Strong communication (written and verbal)
• Problem solving and Multitasking
• Decision making
• Understanding customer needs
• Teamwork & collaboration
• Accountability & ownership
• Language (No MTI): English and Hindi