Customer Care Executive

The Customer Relationship Executive at our software training institute is dedicated to fostering strong relationships with prospective and current students, ensuring a positive and enriching learning journey from inquiry to course completion and beyond. This role involves guiding students through course selection, addressing their queries, facilitating a smooth enrollment process, and supporting their academic progress to ensure high satisfaction and successful career outcomes. The ideal candidate will be passionate about education, possess excellent communication skills, and demonstrate a proactive approach to student support. Maintain regular communication with enrolled students to ensure their satisfaction with trainers, course content, lab facilities, and overall learning experience. Address student concerns, academic difficulties, or administrative issues promptly and effectively, acting as a liaison between students and faculty/management. Monitor student progress and attendance, proactively identifying and addressing any potential issues that could impact their learning or completion. Organize and participate in student engagement activities, workshops, and career guidance sessions to enhance their overall experience and build a strong student community. Contribute to strategies for student retention and successful course completion. Feedback Management & Quality Improvement: Collect regular feedback from students through surveys, informal discussions, and suggestion boxes regarding course content, faculty performance, infrastructure, and overall institute services. Analyze feedback to identify areas for improvement and collaborate with academic and administrative teams to implement necessary changes. Document all student interactions, feedback, and resolutions accurately in the institute's CRM or student management system. Alumni Relations & Placement Support: Maintain relationships with alumni, gathering success stories and testimonials. Assist the placement team by coordinating student interviews, providing necessary documentation, and tracking placement outcomes. Connect current students with alumni for mentorship and networking opportunities where appropriate. Administrative & Reporting: Maintain accurate and up-to-date student records, enrollment details, and communication logs. Generate reports on student enrollment, satisfaction levels, retention rates, and common student queries for management review. Collaborate with marketing and sales teams to align on student acquisition strategies and promotional activities. Qualifications: Education: Bachelor's degree in Business Administration, Marketing, Communications, Education, or a related field. Experience: [Specify required experience, e.g., 1-3 years] of experience in customer service, student counseling, admissions, or a client-facing role, preferably within an educational institution or training center. Technical Skills: Proficiency in CRM software (e.g., Salesforce, HubSpot, Zoho CRM) or Student Information Systems (SIS). Strong computer skills, including Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). Familiarity with online communication platforms (e.g., Google Meet, Zoom) for virtual counseling. Soft Skills: Exceptional Communication: Outstanding verbal and written communication skills in English and Tamil. Ability to explain complex course information clearly and empathetically. Interpersonal & Counseling Skills: Strong ability to build rapport, understand student needs, provide guidance, and handle diverse personalities with patience and professionalism. Problem-Solving: Proven ability to listen actively, analyze student issues, and provide effective, student-centric solutions. Student Focus: A genuine passion for guiding students, supporting their learning journey, and contributing to their career success. Organizational Skills: Highly organized with excellent time management, multitasking, and follow-up abilities. Empathy & Patience: Ability to remain calm and understanding, especially when dealing with stressed or challenging student situations. Team Player: Collaborative mindset with the ability to work effectively with faculty, management, and other support staff. Sales Acumen (Educational): Ability to gently persuade and convince prospective students about the value proposition of our courses and institute. Working Conditions: Primarily office-based at our Coimbatore institute. May involve occasional participation in educational fairs, workshops, or career guidance events. Standard business hours, with some flexibility required to accommodate student schedules or deadlines.