Customer Support Executive

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

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