BASIC FUNCTION  

 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.