Customer Experience Advisor

3 days ago

Gurugram, India ApplyBoard Full time

Job Description Key Responsibilities: Applicant Support & Advising: - Assist applicants with program inquiries and eligibility requirements. - Provide guidance on alternative program options tailored to students interests and educational backgrounds. - Empathetically communicate application outcomes, both positive and negative. - Handle deferral and refund-related inquiries and processes. - Assist students in meeting enrollment conditions and resolving post-offer uncertainties. - Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required. - Ensure accurate and timely processing of applications using relevant systems and workflows. Document & Eligibility Review: - Review student documents to ensure eligibility across diverse educational backgrounds. - Verify offer letters for student information consistency to streamline application processing. School & Partner Collaboration: - Work with partner schools and recruiters to resolve application issues. - Assist students in meeting enrollment conditions while maintaining strong relationships with partner schools. Communication & Process Guidance: - Clearly communicate all school requirements and deadlines once an offer letter is received. Process Maintenance & Improvement: - Maintain and update application processes to ensure accuracy. - Collaborate with schools and internal teams to resolve application issues and improve workflows. Meeting Key Performance Metrics: - Ensure timely processing of applications, documents, and communications in alignment with established KPIs. - Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.

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