Customer Success Executive

About the Role

The Customer Success Executive at SyncUp serves as the primary point of contact for students, acting as an interface between students and University departments.

Key Responsibilities

• Serve as the first level of contact for students.
• Act as an interface between students and University departments.
• Track and communicate student academic progress, submission requirements, and their status according to the University session calendar.
• Handle academic and administrative student queries (e.g., fee payment, LMS) via calls, emails, and chat.
• Facilitate addressing students' semester and subject-related queries.
• Nurture students in completing academic requirements in a timely manner.
• Make outbound calls to update students on their course progress and address specific requirements/queries.
• Receive inbound calls and respond to emails to address student queries.
• Achieve high student satisfaction through personalized, precise, and elaborate replies.
• Drive an increase in Active Learners, high outbound call connects, reduction in 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 responses are provided to students within TAT (Turnaround Time).
• Achieve high student re-registration for the next semester and high program completion rates.
• Provide precise and concise information through effective communication techniques.
• Adapt and handle changing situations and environments efficiently.
• Use effective data points and interpersonal skills to resolve conflict situations.
• Guide students to refrain from last-minute submission of IAs, Project Synopsis, and Project reports.

Requirements & Tech Stack

• Ticketing system & any CRM knowledge.
• Proficiency in Microsoft Excel (updating MIS and preparing reports) and PPTs.
• Experience in handling Inbound and Outbound calls is preferred.

Qualifications

• 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 an ability to multitask and attention to detail.
• Willingness to work on weekends on a rotation basis.
• Ability to build strong relationships with students and within the organization.
• Sound Communication ability and Computer proficiency.