Customer Relationship Executive

5 days ago

Kozhikode, Kerala, India Eduport Academy Pvt Ltd Full time ₹ 90,000 - ₹ 3,00,000 per year

Position Objective

The Customer Relations Executive will be responsible for managing student-related communication and resolving issues for both online and offline programs offered by Eduport. The role requires strong communication skills, attention to detail, and a student-centric approach to ensure an excellent learner experience throughout the academic journey.

This position forms a vital link between students, faculty, and internal departments to maintain Eduport's standards of service quality, responsiveness, and professionalism.

Key Responsibilities

1. Student Communication & Support

  • Serve as the primary point of contact for all student inquiries and concerns through calls, WhatsApp, emails, Notion, and other communication channels.
  • Address and resolve student issues promptly, ensuring high satisfaction and adherence to service standards.
  • Maintain clear communication with students regarding class schedules, technical issues, payments, and academic-related updates.
  • Document all interactions, concerns, and resolutions in internal tracking systems for transparency and follow-up.

2. Issue Resolution & Coordination

  • Coordinate with academic, technical, operations, and finance teams to ensure timely resolution of student grievances.
  • Escalate complex or unresolved issues to the Head of Department for further action, following the escalation matrix.
  • Track open issues and ensure proper closure with feedback from the student.

3. Quality Assurance & Feedback

  • Collect and record student feedback regarding course content, faculty performance, and platform experience.
  • Identify recurring issues and share insights with the QA team for process improvement.
  • Support the implementation of new communication and service-quality protocols.

4. Reporting & Documentation

  • Maintain updated records of student interactions, complaints, and resolutions using the prescribed tools and systems.
  • Prepare daily and weekly reports on student issues, resolution timelines, and feedback trends.
  • Contribute to monthly quality review meetings with data insights and improvement suggestions.

5. Process & Policy Compliance

  • Adhere to standard operating procedures (SOPs) for communication, documentation, and grievance handling.
  • Maintain confidentiality and professionalism in all communications with students and stakeholders.
  • Ensure alignment with Eduport's policies on student communication and escalation.

Required Skills & Competencies

  • Bachelor's degree in any discipline.
  • Excellent verbal and written communication skills in English and Malayalam.
  • Strong listening skills, empathy, and a problem-solving mindset.
  • Ability to handle multiple communication channels simultaneously.
  • Basic proficiency in MS Office, Google Workspace, and CRM or task management tools (experience with Notion preferred).
  • Strong organizational and documentation skills.
  • Ability to work calmly under pressure and manage time effectively.

Job Type: Full-time

Pay: ₹8, ₹10,000.00 per month

Work Location: In person

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