Academic Advisor, Post Sales

About the Role

• Ensure a seamless academic experience for students from admission to exit.
• Drive high student satisfaction, re-registrations, and completion rates across semesters.

Key Responsibilities

• Serve as the primary university point of contact for students.
• Act as an interface between students and university departments.
• Track and communicate student academic progress, submission requirements, and their status in accordance with the university session calendar.
• Handle academic and administrative student queries (e.g., fee payment, LMS) via calls, emails, and chat.
• Facilitate student queries related to semester subjects.
• Nurture students to complete academic requirements in a timely manner.
• Conduct outbound calls to update students on course progress and address specific requirements/queries.
• Receive inbound calls and respond to emails to address student queries.
• Achieve high student satisfaction through personalized and precise responses.
• Increase active learners, achieve high outbound call connect rates, reduce repeat queries/complaints, and meet quality measures, accuracy, and timelines.
• Create and follow processes, and recommend process improvements.
• Identify and escalate priority issues, coordinate with various teams for responses, and ensure timely delivery to students.
• Achieve high student re-registration rates for the next semester and high program completion rates.
• Provide precise and concise information through effective communication techniques.
• Adapt to and handle changing situations and environments efficiently.
• Utilize effective data points and interpersonal skills to resolve conflict situations.
• Guide students to refrain from last-minute submissions of IAs, Project Synopsis, and Project reports.

Requirements & Tech Stack

• Experience with ticketing systems and any CRM.
• Proficiency in Excel (updating MIS and preparing reports) and PPTs.
• Willingness to work on weekends on a rotation basis.

Qualifications

• Post-Graduation from a recognized university in Management, Commerce, Journalism, or Computer Applications/Information Technology Stream.
• 10 months – 1 year of experience in academics/student counselling.
• Good knowledge of University Academic Processes.
• Interpersonal and organizational skills.
• Verbal, Listening, and Written communication skills.
• Problem analysis and solving skills.
• Stress tolerance and attention to detail.
• Team working ability.
• Quick learner with the ability to multitask and attention to detail.
• Ability to build strong relationships with students and within the organization.
• Sound Communication ability.
• Computer proficiency.
• Experience in handling Inbound and Outbound calls is preferred.