Associate, Student Success

upGrad

Ahmedabad

Work From Office (6 Days)

Role Overview

The role focuses on onboarding enrolled learners, addressing their queries, and coordinating with internal teams to ensure a smooth and positive learner experience after enrollment.

Key Responsibilities

• Conduct outbound calls daily (~70-80) to enrolled learners and explain program schedules, curriculum, learning portals, and other important details.
• Send onboarding emails to ensure learners receive comprehensive program information.
• Verify and facilitate learner access to the learning platform.
• Address any miscommunication or miscommitments made during the previous process.
• Provide accurate information and resolve learner queries using appropriate tools and processes.
• Handle customer concerns, identify root causes, and provide timely and effective solutions.
• Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT.
• Identify learner needs and enhance overall learner satisfaction.
• Generate referral leads and contribute to individual and team targets.
• Maintain accurate records of learner interactions, accounts, and relevant documentation.
• Adhere to calling procedures, quality parameters, and organizational policies.
• Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience.

Skills Required

• Strong communication (written and verbal)
• Problem solving and multitasking
• Decision making
• Understanding customer needs
• Teamwork & collaboration
• Accountability & ownership