Student Support Associate

1 week ago

Hyderabad, Telangana, India CIEL HR Full time ₹ 4,00,000 - ₹ 6,00,000 per year

Job Title: Associate Student Support

Location: Hyderabad

Job Summary: We are looking for a detail-oriented Non-Voice Executive to manage and

resolve student queries via email and a ticketing system. This role involves providing timely and

accurate solutions to students' concerns while adhering to service level agreements (SLAs). The ideal candidate will have strong written communication skills, problem-solving abilities, and proficiency in MS Excel.

Key Responsibilities:

  • Handle student queries via email and ticketing platforms.
  • Understand and resolve issues clearly and accurately.
  • Maintain a student-centric approach with professional and empathetic communication.
  • Resolve all queries within predefined SLAs.
  • Prioritize tickets based on urgency and complexity.
  • Strive to exceed SLA performance benchmarks.
  • Identify and escalate complex or unresolved queries to the appropriate team.
  • Track escalated tickets and ensure follow-up actions are taken.
  • Draft professional and clear email responses to student queries.
  • Simplify complex information for easy student understanding.
  • Accurately document all interactions in the ticketing system.

Competencies:


• Excellent communication skills, both written and verbal.


• Strong problem-solving abilities and attention to detail.


• Ability to remain calm and professional under pressure.


• Ability to multitask and manage time effectively.


• Willingness to work on weekends as required.

Preferred Qualifications:


• Minimum educational qualification: Graduate in any discipline.


• Prior experience (1 Year) in a customer service role is preferred.


• Familiarity with university policies and procedures is advantageous

NOTE : Immediate Joiners require

Thanks & Regards,

Chan Basha Syed

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