Junior Operations and Customer Success Associate

Role Overview: You will be responsible for managing counselling sessions and customer relationships at Mentoria, a career discovery platform. Your role will involve aligning customers with counsellors, managing schedules, resolving challenges, handling grievances, collecting feedback, creating reports, and supporting customers in their career journeys. Key Responsibilities: - Coordinate counselling sessions by aligning customers with relevant counsellors - Manage counsellors" schedules and connect them with customer requirements - Resolve challenges before, during, and after counselling sessions - Handle grievances, manage complaints, and address customer concerns - Collect feedback from customers through calls and videos, gather reviews and testimonials - Create dashboards and reports for corporate partners - Conduct briefing calls with new customers to help them understand the Mentoria platform - Assist in up-selling, connecting with new customers, and building relationships with existing ones - Reach out to past customers to understand their challenges, map their career journey, and provide support through the content team - Visit centres/schools for offline implementations, conduct assessments for students, and coordinate counselling sessions Qualifications Required: - Strong communication and interpersonal skills - Ability to handle challenging situations and resolve conflicts effectively - Good organizational skills and attention to detail - Experience in customer service or counselling roles is preferred - Willingness to travel and conduct offline sessions when required,