Customer Support Executive

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 facilitate in addressing students with their semester – subject related queries.

• To nurture students in completing their academic requirements in a timely manner. • To create and follow processes and recommend process improvements

• 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

• 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 make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer studentsʼ specific requirements/ queries and also receive inbound calls whenever required to address studentʼs 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 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.

Mandatory points :

Age Criteria : Upto 30 years

Languages: Hindi & English mandatory

Only Edtech experience

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 4 years of experience.