0 - 2 years
0 Lacs
Posted:2 days ago|
Platform:
On-site
Full Time
Female candidates are preferred
The CRM’s success is measured by their ability to build trust, close the feedback loop, and drive action.
1. Proactive Relationship Building
· Call every student & parent once a week (even if there are no complaints) to check on well-being, academic progress, and satisfaction.
· Ask structured questions (test marks received on time, doubt resolution, access to assignments, specific subject challenges).
· Build a mentor-like bond with students; be their “buddy” and caretaker.
2. Strong & Relentless Follow-Up
· No concern is allowed to “slip through the cracks.”
· Follow up with teachers, directors, MD, or other staff daily until resolution is confirmed.
· Never let a concern get forgotten — escalate when needed.
3. Complete Documentation & Traceability
· Immediately log every concern received (via call, WhatsApp, email) into an Excel sheet / Google Form.
· Assign a Service Number to each concern for easy tracking.
· Record the issue, proposed solution, resolution status, and timeline.
· Maintain a 100% documentation rate — no undocumented complaints.
4. Transparent Communication
· Keep parents & students regularly updated about the status of their concerns (“We have raised this to the MD”, “Here’s the solution decided”).
· Communicate once the solution is implemented and verify whether the student is actually following it (especially for academic improvement actions).
5. Feedback Management
· Call & collect monthly feedback from all parents (target: 100% coverage).
· Compile feedback into actionable points, categorize them, and discuss with authorities within 3 days.
· Create action lists, set timelines, and follow up until closure.
· Share updates with parents about the actions taken from their feedback.
6. Internal Collaboration & Reporting
· Present weekly summaries of student concerns & resolutions in faculty meetings.
· Highlight patterns of recurring issues and work with faculty to fix root causes.
· Schedule & manage PTMs end-to-end (slot allotment, documentation, action points).
�� Key Competencies & Attributes
Competency
Description
Empathy & Active Listening
Understand student/parent concerns deeply, patiently listen before responding.
Ownership & Persistence
Treat every problem as personal responsibility, follow up relentlessly until resolution.
Communication Clarity
Speak politely, keep all stakeholders updated, escalate appropriately.
Documentation Discipline
Log every concern immediately with full details — no exceptions.
Proactivity
Call students/parents even without complaints, anticipate problems before they escalate.
Collaboration
Work closely with teachers, directors, and MD without friction.
High Standards
Refuse to let unresolved issues remain pending, push for timely actions.
Organizational Skills
Maintain trackers, feedback sheets, PTM documentation meticulously.
Scorecard for CRM Role
Category
Key Metric
Target / Benchmark
Proactive Calls
% of parents & students contacted weekly
≥ 95%
Issue Logging
% of concerns documented with service numbers
100%
Follow-Up Closure
Avg. resolution time (days)
≤ 3 days for operational issues, ≤ 7 days for academic issues
Communication
Frequency of updates sent to parents during resolution process
Minimum 2 updates per open issue
Feedback Management
% of parents submitting monthly feedback
≥ 90%
% of action points closed within agreed timeline
≥ 95%
Escalation Handling
Number of escalations pending > 7 days
0
Student Engagement
No. of positive parent/student testimonials per quarter
≥ 10
Reporting & Documentation
Weekly summary shared with faculty
100% of weeks
Sample Workflow (FMS-Style)
1. Receive Concern (Call / WhatsApp / Email)
2. Immediate Logging (Excel/Google Form → Auto-generate Service No.)
3. Acknowledge Parent/Student (“Your issue has been recorded…”)
4. Assign & Communicate to Relevant Authority
5. Follow Up Daily Until Resolution
6. Communicate Resolution to Parent/Student
7. Verify Implementation (Check with student after 1 week)
8. Close Case in Tracker
Job Types: Full-time, Permanent
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
Experience:
Location:
Willingness to travel:
Work Location: In person
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