Student Relationship Manager

As a Customer Service Executive at Veranda HigherEd, your primary role will be to serve as the main point of contact for learners. You will be responsible for ensuring a seamless customer experience by addressing queries, resolving issues, and providing proactive support through various communication channels. Your key responsibilities will include: - Responding to student and parent inquiries via phone, email, chat, and social media in a timely and professional manner. - Providing accurate information regarding courses, programs, and policies. - Resolving customer issues effectively while maintaining a positive and empathetic approach. - Coordinating with internal teams (sales, academic, operations) to ensure prompt resolution of escalated concerns. - Tracking, documenting, and following up on customer interactions using CRM tools. - Gathering feedback and sharing insights to improve the overall learner experience. - Meeting defined service level agreements (SLAs) and performance targets. Qualifications required for this role include: - Bachelor's degree in any discipline. - 1-5 years of experience in customer services and back-end operations, preferably in the education or BFSI sector. - Excellent communication and interpersonal skills with the ability to communicate effectively with diverse students. - Proficiency in MS Office is mandatory, while persuasion skills will be an added advantage. In addition to the above responsibilities, as a Student Relationship Manager at Veranda HigherEd, you will play a crucial role in supporting students throughout their academic journey and enhancing their overall experience. Your responsibilities will include: - Providing support to students from onboarding to certificate issuance, including document collection & verification, data maintenance, live session monitoring, instalment collection, campus immersion support, and student progress tracking. - Building strong relationships with students to enhance their experience and retention. - Coordinating with internal and external teams to ensure successful program launch and execution. - Addressing and resolving any issues or challenges faced by students in a timely manner. - Coordinating with university/institute counterparts to ensure program delivery as per design. - Gathering and analyzing student feedback to identify areas for improvement. - Generating referral business from existing students and contributing to the organizational goal. Experience required for this role: - 15 years of experience in customer service, with experience in the EdTech or education sector preferred. - Strong problem-solving and multitasking abilities. - Familiarity with CRM systems and MS Office tools. - Positive attitude, patience, and a learner-centric approach. At Veranda HigherEd, you will have the opportunity to be part of a rapidly growing EdTech company, work in a collaborative and supportive environment, avail learning and development opportunities, and receive a competitive salary with performance-based incentives.,