Customer Support Counsellor

Key Responsibilities
Student Counseling & Course Guidance

• Counsel prospective students regarding available courses and career opportunities.

• Understand each candidate's educational background, interests, career objectives, and skill-development requirements.

• Recommend suitable programs in Financial Markets, Accounting & Taxation, Digital Marketing, or Artificial Intelligence.

• Clearly explain course curriculum, duration, eligibility, fees, certifications, training methodology, and career opportunities.

• Conduct counseling sessions through phone calls, WhatsApp, online meetings, and face-to-face interactions.

Admissions & Lead Conversion

• Handle inquiries generated through digital marketing campaigns, website inquiries, walk-ins, referrals, social media, and other sources.

• Make outbound calls to prospective students and respond promptly to incoming inquiries.

• Follow up systematically with interested candidates and nurture leads until admission.

• Convert qualified inquiries into enrollments while achieving monthly admission/revenue targets.

• Coordinate with candidates regarding registration, documentation, fee payment, and batch commencement.

Lead Management & Reporting

• Maintain accurate records of inquiries, follow-ups, counseling sessions, and admissions in CRM/Excel or the institute's lead management system.

• Track the status of leads and maintain an effective follow-up pipeline.

• Share daily/weekly reports on calls, counseling sessions, follow-ups, conversions, and admissions.

• Collect feedback from prospects to understand reasons for enrollment or non-enrollment.

Student Relationship Management

• Build positive relationships with prospective and enrolled students.

• Coordinate with academic, operations, and placement teams wherever required.

• Ensure students receive accurate information and a professional counseling experience.

• Encourage referrals from existing students and alumni.

Candidate Profile
Education: Graduate in any discipline. MBA/BBA or a background in Commerce, Marketing, Finance, or Education will be an advantage.
Experience: 14 years of experience in education counseling, admissions, inside sales, tele-counseling, career counseling, EdTech, training institutes, or a similar customer-facing role.
Freshers with excellent communication and sales aptitude may also be considered.
Required Skills

• Excellent verbal and written communication skills

• Strong counseling and interpersonal skills

• Good convincing, negotiation, and closing abilities

• Comfortable with calling and regular follow-ups

• Target-oriented and self-motivated approach

• Ability to understand different professional courses and explain their career relevance

• Basic knowledge of MS Excel/Google Sheets and CRM systems

• Professional telephone and WhatsApp communication

• Ability to handle objections related to course selection, fees, career opportunities, and placement expectations

Preferred Attributes

• Previous experience in an education/training institute or EdTech organization

• Experience in student admissions or course sales

• Familiarity with courses related to Finance, Accounting, Digital Marketing, or AI

• Ability to communicate in English and Hindi

• Strong relationship-building and follow-up skills

• Positive attitude with a student-first approach

Key Performance Indicators (KPIs)
Performance will primarily be measured on:

• Number of leads contacted

• Counseling sessions conducted

• Lead-to-counseling conversion rate

• Counseling-to-admission conversion rate

• Monthly admissions achieved

• Monthly revenue achieved

• Follow-up effectiveness

• CRM/lead-data accuracy

• Student referrals generated

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.