Academic Mentor

3 days ago

Bengaluru, Karnataka, India Unext Learning Full time

Academic Advisor

Bangalore, UNext Learning Pvt. Ltd. - Learning and Content Development - Customer Success - Counselling - NA

JOB DESCRIPTION

BASIC FUNCTION

To ensure the students have a seamless academic experience around delivery of their programs from admission to exit. To ensure

high student satisfaction and ensure student re-registrations & completions across semesters.

KEY ACTIVITIES & RESPONSIBILITIES

To be the first level - point of university contact for the student.

To act as an interface between the Student and the University departments.

¢ To track and communicate students, their academic progress, submission requirement and its status, in accordance with

the University session calendar.

¢ To handle both academic and administrative related (such as fee payment, LMS) student queries via calls, emails, and

chat

¢ To facilitate in addressing students with their semester subject related queries.

¢ To nurture students in completing their academic requirements in a timely manner.

¢ To make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to

answer students specific requirements/ queries and also receive inbound calls whenever required to address students

queries and respond to their emails.

¢ To achieve high student satisfaction by providing a personalized precise and elaborate reply based on the student

query., increase in Active learners, high outbound call connects, reduction in repeat queries/ complaints and meeting

quality measures, accuracy & timelines in addressing the student queries

¢ To create and follow processes and recommend process improvements

¢ To identify, escalate priority issues, coordinate with various teams to get the responses, and ensure that the response is

provided to the student within the TAT.

¢ To achieve high re-registration of students to next semester and high program completion rate.

¢ To provide a precise and concise information through effective communication technique

¢ To adapt and handle changing situations and environments efficiently

¢ To use effective data points and interpersonal skills to resolve conflict situations

¢ Refrain students from the last-minute submission of IAs, Project Synopsis and Project report

INTERNAL & EXTERNAL INTERACTIONS

¢ Internal: Course Coordinators, Student support executives

¢ External: Students, External Faculty/ SME

PROFILE REQUIRED

¢ Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications

/Information Technology Stream.

¢ 2 6 years Experience in academics/student counselling

Skill & Knowledge:

¢ Good knowledge of a University Academic Processes

¢ Interpersonal and organizational skills

¢ Knowledge of ticketing system & any CRM

Competencies:

¢ Verbal, Listening and Written communication skills

¢ Problem analysis and solving skills

¢ Stress tolerance and attention to detail

¢ Team working Quick learner with an ability to multitask and attention to detail.

¢ Should be willing to work on weekends on a rotation basis.

¢ Building strong relationship with students as well as within the organization

¢ Sound Communication ability and Computer proficiency, especially in excel (updating MIS and preparing reports) and

PPTs.

¢ Experience in handling Inbound and Outbound calls is preferred.

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