Student Counsellor
Location :
Mumbai
Job description
Skills & Abilities :
- 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 organisation
- 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
Roles & Responsibilities :
- Act as first point of contact to counsel enrolled student on respective issues.
- Handling counselling via multiple channels including telephone calls (Inbound/Outbound), chats, emails and social media.
- Ensure to resolve issues raised by Student’s pertaining to all departments: Admissions, Academics, Examinations, Books, Identity cards, Fee Receipts, etc.
- Responsible to Log calls, raise tickets and follow up / coordinate with various departments for closing the tickets within timelines
- Collaborate with internal departments for timely resolution to enhance student support experience
- Regularly update tracker/MIS/Data using CRM/Portals/Trackers
- Staying current with internal processes, university rules, exam calendar/schedules, Fee structures etc. and ensure accuracy in responses given to students.
- Conduct any other work / responsibility as assigned by the HOD from time to time
Education & Work Experience :
- Bachelor’s degree, or equivalent
- 3 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.
