Senior Executive - Student Success

Job Title: Senior Customer Service Executive - Retention

Location: Mumbai, Maharashtra
Department: Learner Engagement and Experience Team
Reports To: Manager - LEET

Job Summary:

We are seeking a motivated and customer-focused individual to join our team as a Customer Service Executive specializing in retention. In this role, you will be responsible for guiding prospective students through the application process, addressing their concerns, and ensuring a smooth transition to enrollment. Post-enrollment, you will engage with all active students on daily basis to gather feedback, analyze it, and report insights back to the organization for continuous improvement and enhancement of the student experience. Additionally, you will follow up with learners on outstanding installments and work to retain those at risk of dropping out, adhering to the audit rules and guidelines set by the organization.

Key Responsibilities:

Qualifications:

Key Competencies:

Why Join Us

EXPERTISE AND QUALIFICATIONS

Mandatory Skills - Strong written and verbal communication skills - Strong database management skills - Collaboration with multiple stakeholders

Knowledge / Desired Skills - Graduate with 4+ years of experience in customer service / customer experience role - Experience in working with cross functional teams. - Exceptional communication skills - Excellent database management skills - Ownership and accountability