This role acts as the first point of contact for enrolled students, providing customer-service-oriented support across all programmes offered by the NMIMS Centre for Distance & Online Education (CDOE). The role is responsible for addressing student queries related to admissions, academics, examinations, study materials, ID cards, fee receipts, cancellations, student portal services etc. The incumbent handles student interactions through phone calls, emails, and chat platforms, ensuring accurate information dissemination and timely query resolution. The role includes logging calls, raising and tracking service tickets, and coordinating with internal departments to resolve student concerns within defined Service Level Agreements (SLAs), thereby ensuring a seamless student experience.

• Serve as the first point of contact for enrolled students, providing counselling and guidance on academic and administrative matters.
• Handle student interactions through multiple communication channels, including inbound and outbound telephone calls, emails, and chats.
• Address and resolve student queries related to admissions, academics, examinations, study materials, identity cards, fee receipts, cancellations, and other student services across
• Log student interactions accurately, raise service tickets, and coordinate with respective departments to ensure timely resolution within defined timelines and SLAs.
• Collaborate effectively with internal teams to facilitate prompt issue resolution and enhance overall student support experience.
• Maintain and regularly update trackers, MIS reports, and student records using CRM systems, portals, and internal tracking tools.
• Stay updated with institutional processes, university regulations, examination schedules, academic calendars, and fee structures to ensure accurate and consistent communication with
• Perform additional duties and responsibilities as assigned by the Head of Department (HOD) from time to time.

• This is individual contributor role & requires to work in rotational shifts including Sundays (No Night Shifts)

• Professional telephone manner combined with a high level of spoken and written English
• Ability to work independently, manage own caseload and use initiative
• Ability to manage complaint calls with a calm disposition
• Exhibit Patience, tolerance and sensitivity
• Willingness to learn and understand all the products and services offered by the organization
• Accuracy, attention to detail and a methodical approach
• Ability to multi-task and deliver against a number of priorities
• Good working knowledge of Microsoft Office packages

• Bachelor’s degree, or equivalent
• 2 to 5 years of relevant work experience as a counselor in counselling in an education institute will be preferred.
• Also, applicants with relevant work experience in counselling, tele sales or customer support can be considered.