Job Description
Responsibilities
Handle student/learner queries through chat, email, inbound calls, and outbound calls.
Resolve complex queries related to courses, classes, schedules, payments, access, onboarding, assessments, certificates, and other operational concerns.
Provide accurate, quick, and professional resolutions while maintaining high customer satisfaction.
Conduct outbound calls for onboarding, follow-ups, pending actions, feedback collection, issue resolution, and student engagement.
Assist new students throughout the onboarding process, ensuring they understand course structure, platforms, learning resources, and next steps.
Proactively identify potential student issues and provide timely assistance to prevent escalations.
Maintain detailed records of student interactions, complaints, resolutions, and follow-ups in CRM/ticketing systems.
Coordinate with internal teams such as Academic, Operations, Sales, Finance, Tech/Product, and Faculty to resolve student concerns.
Take ownership of cases from initial contact through final resolution.
Follow defined SOPs, SLAs, quality standards, and escalation processes.
Track unresolved issues and conduct regular follow-ups until closure.
Maintain accurate documentation and update knowledge bases/FAQs based on recurring student issues.
Handle escalated or sensitive student concerns with empathy, professionalism, and strong problem-solving skills.
Identify recurring problems and share feedback with relevant teams to improve the overall learner experience.
Channel Responsibilities
Chat Support
Manage multiple student conversations simultaneously.
Provide fast and accurate responses.
Troubleshoot basic technical and operational issues.
Maintain professional communication and response-time targets.
Call Support – Inbound
Handle incoming student calls.
Understand the issue, troubleshoot, and provide first-contact resolution wherever possible.
Escalate cases requiring intervention from other departments.
Outbound Calling
Call students for onboarding and activation.
Follow up on pending documentation, payments, classes, or support cases.
Conduct feedback and satisfaction calls.
Re-engage inactive students and address barriers affecting their learning journey.
Email Support
Respond to student queries with clear and structured communication.
Investigate issues before responding rather than providing generic resolutions.
Qualifications
- At least 1 - 3 years' of relevant work experience
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
- Graduation is Mandatory