Operations Associate

Name of Profile:

Location:

Role & Responsibility for SST Associate

1. Student Query Resolution

• Respond to student and parent queries across all channels (calls, emails, chats, WhatsApp) within the defined TAT (Turnaround Time).
• Maintain a First Response Time (FRT) under [X] minutes for live channels.
• Achieve a query resolution rate of 95%+ with minimal escalations.

2. Refund & Retention Support

• Process refund requests according to company policies
• Assist the Refund & Retention Manager by engaging students/parents to reduce dropouts.
• Offer alternate solutions such as course transfers or support assistance before initiating a refund.

3. Batch & Access Management

• Ensure timely onboarding and access setup for students on learning platforms.
• Handle escalations related to missing access, incorrect batch mapping, or technical issues.
• Collaborate with the Tech/Admin team to resolve access issues within SLA.

4. Communication Handling

• Update students and parents about batch schedules, live classes, assessments, and mentor sessions.
• Ensure accuracy and clarity in communication while following SOPs.
• Share updates in Hinglish/English based on audience preference.

5. Helpline Performance Management

• Maintain daily logs of inbound/outbound calls and resolution status.
• Meet daily/weekly targets for call handling and follow-ups.
• Ensure a professional tone and empathetic approach during interactions.

6. Feedback Collection & Reporting

• Collect feedback from students and parents on their learning experience.
• Identify recurring issues and share insights with the operations or product teams.
• Maintain a log of concerns, feedback types, and solutions offered.

7. Internal Coordination

• Collaborate with the Mentor, Academics, Design, Communication, and Tech teams for student support cases.
• Ensure timely execution of campaigns, announcements, and resolution loops.
• Attend daily huddles and update progress or blockers proactively.

8. Documentation & CRM Updates

• Accurately log all interactions in the CRM system or internal dashboards.
• Tag and categorize tickets properly for better tracking and analysis.
• Maintain a knowledge base or FAQs to reduce repetitive queries.

9. Adherence to SLA & Quality Standards

• Meet response and resolution time KPIs as defined by the team.
• Maintain CSAT (Customer Satisfaction Score) of 4.5/5 or higher.
• Participate in periodic training sessions to enhance quality.

10. Process Improvement Contribution

• Identify process gaps from student queries and suggest improvements.
• Participate in monthly review meetings to discuss case studies or escalations.
• Support pilots or test cases for new process implementations.

manvi.bajaj@pw.live