Customer Relationship Executive

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: ₹8,892.53 - ₹10,000.00 per month

Work Location: In person