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 student's 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

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