Associate – Student Success

Role Overview - We're looking for a Associate Student Success to handle learner queries via voice calls. The role requires strong communication, problem-solving, and teamwork skills. Experience with ticketing platforms like Freshdesk and Salesforce is preferred. The ideal candidate will focus on customer satisfaction and meeting targets in a fast-paced environment.

Key Responsibilities (KRAs)

• Handle inbound and outbound email and voice support for learners.
• Ensure a customer-centric, empathetic, and solution-oriented approach.
• Escalate complaints to the appropriate internal teams when required.
• Build long-term, trust-based relationships through professional communication.
• Provide accurate, detailed, and comprehensive information using appropriate tools and methods.
• Meet individual and team targets related to call handling and ticket resolution.
• Offer timely and effective solutions and ensure proper follow-up until closure.
• Adhere to defined communication protocols, SLAs, and organizational policies.

Skill Set Requirements:

• Strong verbal and written communication skills.
• Team player with the ability to perform in a dynamic and high-pressure environment.
• Proactive and detail-oriented with strong organizational skills.
• Ability to adapt to constant process and operational changes.
• Commitment to TAT-based closures and learner satisfaction.

Preferred Tools Exposure:

• Ticketing platforms: Freshdesk, Salesforce, etc.
• Calling tools: Tata Cloud, Ameyo, or Smartflo.