Student Success

About This Role

This role focuses on ensuring a smooth and positive experience for enrolled learners by onboarding them, addressing their queries, and coordinating with internal teams. It suits a candidate dedicated to learner satisfaction and effective communication.

Responsibilities

• Conduct daily outbound calls (approximately 70-80) to enrolled learners to explain program schedules, curriculum, learning portals, and other important details
• Send onboarding emails to ensure learners receive comprehensive program information
• Verify and facilitate learner access to the learning platform
• Address any miscommunication or miscommitments made during the previous process
• Provide accurate information and resolve learner queries using appropriate tools and processes
• Handle customer concerns, identify root causes, and provide timely and effective solutions
• Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT
• Identify learner needs and enhance overall learner satisfaction
• Generate referral leads and contribute to individual and team targets
• Maintain accurate records of learner interactions, accounts, and relevant documentation
• Adhere to calling procedures, quality parameters, and organizational policies
• Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience

Requirements

• Strong communication (written and verbal)
• Problem solving and multitasking
• Decision making
• Understanding customer needs
• Teamwork and collaboration
• Accountability and ownership
• Languages: English and Hindi

Important Details

• Schedule: 6 days a week
• Weekly Off: Sunday