Student Engagement and Experience Associate

2 days ago

Delhi, India UniAthena Full time
About Us :

UniAthena is a rapidly growing EdTech platform offering upskilling courses and self-paced academic programs in collaboration with European universities and awarding bodies. Over 2.5 million learners from more than 150 countries are pursuing their upskilling journey on our 100% online and automated learning platform. Our vision is to make higher education accessible to all. We also offer online Master’s, Postgraduate Certificates, Diplomas, and Doctoral programs developed with European universities. As part of the Westford Education Group, UniAthena is on a high-growth trajectory in the dynamic EdTech space.

Objectives of the role

The role primarily involves providing exceptional support to students, ensuring a seamless learning experience, and fostering engagement throughout their academic journey.

Roles and responsibilities

Act as the first point of contact for student queries, offering timely and effective support via email, phone, and chat.Assist students with onboarding processes, platform navigation, and course enrollments.Address and resolve student concerns, escalating issues as necessary to relevant teams.Ensure accurate documentation of student interactions and follow-ups in CRM systems.Collaborate with internal teams to enhance student satisfaction and engagement.Conduct periodic check-ins with students to gather feedback and improve service delivery.Guide students on policies, procedures, and available resources to ensure a positive learning experience.Support student retention efforts by proactively addressing disengagement risks.Contribute to the development of FAQs, guides, and support materials.

Qualifications and skills required :Bachelor’s degree in any discipline (preferred).1-2 years of experience in customer support, student engagement, or a related role (EdTech experience is a plus).Excellent verbal and written communication skills.Strong interpersonal skills with a customer-first mindset.Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.Proficiency in CRM tools and Microsoft Office Suite.Empathy, patience, and a solution-oriented approach to problem-solving.

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