Associate - Customer Engagement (AMPs)

3 days ago

india Indian School of Business Full time

Job Purpose -


We are looking for Customer Engagement Associates to own and drive the prospective student / applicant engagement, nurture the leads and convert prospects into applicants for ISB’s AMP Suite Of Programmes (includes one-year hybrid advanced management programmes).


You are someone with good functional understanding and industry experience with customer engagement processes (both voice and email based processes), with a proven track record of winning new customers / business to drive School’s revenue, have strong business-to-cutomer (B2C) orientation and customer centricity, and competently use these skills to achieve, and often exceed the business targets.


You regularly seek inputs, accept constructive feedback and remove any impediments, relying heavily on learning and adapting the best practices from your line managers, peers and competition.


Job Outline -


Proven experience in Customer Support and Service teams within Education, EdTech, BPO/KPO, IT Services organizations

Responsible for ensuring superior customer experience, while meticulously handling all customer enquiries through emails & calls

Work on the leads data generated through various marketing campaigns, counsel them, nurture them, and Initiate multiple phone calls to counsel and convert these prospects into applicants

Counsel, guide and support the domestic and international candidates through the entire application process

Provide support for Admissions outreach related activities, including infosessions and trade fairs

Working knowledge with CRMs such as Salesforce would be an added avantage

Is able to incorporate feedback from managers, programme leads, peers, competition, and adopt global best practices to add value to the process, business unit and organization

Reports daily and weekly work completed and in-queue; lead conversions through a various stages of lead nurturing funnel; lends complete visbility to the reporting manager and programme leads (matrix reporting).


Job Specification

Knowledge / Education

Graduate under related or other disciplines

Specific Skills

  • Customer Orientation
  • Experience in Lead nurturing and Sales Development through Call and Email Management
  • Communication (written and verbal)
  • Excellent Interpersonal skills
  • Ability to manage multiple responses, coordination & attention to details
  • Comfortable in working long hours/weekends as per business need


Desirable Experience

  • 1-3 years of experience
  • Sound working knowledge of Salesforce and Microsoft Excel
  • Ability to present data effectitvely to aid actionable insights, would be an edge


Job Interface/Relationships:

Internal

  • Outreach (Branding, Marketing, Sales)
  • Digital Marketing


External

  • Prospective Students



Key Responsibilities and % Time Spent

Handle all Inbound inquiries and outbound communication– emails and phone calls - 70%

Handle walk-ins and coordinate Campus Visits - 10%

CRM – data entry and reporting - 20%


Any Other Significant Input

ISB is an Equal Opportunity Employer (EEO), and in general our work schedules are structured in order to give every employee a good work-life balance. As per the business needs though each of us are at times expected to stretch our limits and also pitch in on weekends. A compensatory off can be taken though in lieu of working on an off-day or a holiday, as per the extant HR policy of the organization.

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