Executive - Student Success

Learner Success- Mumbai**About Us**
TimesPro strives to embody the values of Education 4.0: Learner-centric, industry-relevant, role-specific, and technology-enabled, with a goal of making learning accessible for anyone who seeks to grow.
TimesPro aims to fulfil aspirations of by making excellence accessible through learner-centric innovations and global collaborations.Established in 2013, we are the award-winning H. EdTech initiative of the Times Of India Group, catering to the learning needs of Indians with aspirations of career growth.
We offer a variety of created and curated learning programmes across a range of categories, industries, and age groups. They include employment-oriented Early Career courses across BFSI, e-Commerce, and technology sectors; Executive Education for working professionals in collaboration with premier national and global educational institutions; and Enterprise Solutions for learning and development interventions at the organisational level.

**Job Title: Customer Service Executive - Retention**

**Location**: Mumbai, Maharashtra
**Department**: Learner Engagement and Experience Team
**Reports To**: Deputy Manager - LEET

**Job Summary**:

**Key Responsibilities**:

- **Application Stage Support**:

- **Post-Enrollment Support**:

- Act as the primary point of contact for enrolled learners, offering support throughout their educational journey.
- Respond promptly to learners enquiries, concerns, or issues raised in the form of tickets or through calls related to their courses, schedules, or other aspects of the learning experience.
- Proactively reach out to all active students to gather feedback on their learning experience on daily basis.
- Analyze feedback, identify trends, and provide actionable insights to the organization for continuous improvement and enhancement of programs and services.
- Collaborate with all the cross functional departments to ensure a seamless student experience.
- **Retention**
- Call and follow up with students who have not paid their outstanding installments, ensuring timely resolution.
- Identify students who may be potential dropouts, understand the reasons behind their disengagement, and work towards retaining them by addressing their concerns to achieve retention targets.
- **Documentation and Reporting**:

- Maintain accurate records of all student interactions, inquiries, and resolutions in the system
- Ensure that all processes, documentation, and communications adhere to the audit rules and guidelines set by the organization..

**Qualifications**:

- Bachelor’s degree from any stream.
- Proven experience in customer service, preferably in the education or EdTech sector, with a background in calling and retention.
- Strong communication and interpersonal skills, with the ability to build rapport with learners and understand their needs.
- Problem-solving mindset, with the ability to handle challenging situations calmly and efficiently.
- Ability to work both independently and as part of a team in a fast-paced environment.

**Key Competencies**:

- Customer-focused approach with a passion for helping others succeed.
- High level of empathy and patience.
- Strong organizational and multitasking abilities.
- Ability to work under pressure and meet deadlines.
- Positive attitude and a proactive approach to problem-solving.

**Why Join Us?**
- Opportunity to make a meaningful impact on learners' educational journeys.
- Collaborative and supportive work environment.
- Continuous learning and development opportunities.

**Job Requirement**
- Customer-focused approach with a passion for helping others succeed.
- High level of empathy and patience.
- Strong organizational and multitasking abilities.
- Ability to work under pressure and meet deadlines.
- Positive attitude and a proactive approach to problem-solving.
- Bachelor’s degree from any stream.
- Proven experience in customer service, preferably in the education or EdTech sector, with a background in calling and retention.
- Strong communication and interpersonal skills, with the ability to build rapport with learners and understand their needs.
- Problem-solving mindset, with the ability to handle challenging situations calmly and efficiently.
- Ability to work both independently and as part of a team in a fast-paced environment