Job Description
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.
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
