Executive Student Success

Job Description

Job Title: Customer Success 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: Application Stage Support: Follow up with applicants who have expressed interest but have not yet completed their applications. With help of Sales Team, address any barriers or objections that may hinder the completion of the application process. Post-Enrollment Support: Act as the primary point of contact for enrolled learners, offering support throughout their educational journey. Respond promptly to learners enquiries, concerns, or issues raised in the form of tickets or through calls related to their courses, schedules, or other aspects of the learning experience. Proactively reach out to all active students to gather feedback on their learning experience on daily basis. Analyze feedback, identify trends, and provide actionable insights to the organization for continuous improvement and enhancement of programs and services. Collaborate with all the cross functional departments to ensure a seamless student experience. Retention Call and follow up with students who have not paid their outstanding installments, ensuring timely resolution. Identify students who may be potential dropouts, understand the reasons behind their disengagement, and work towards retaining them by addressing their concerns to achieve retention targets. Identify common challenges faced by learners during both the application and post-enrollment stages and suggest improvements to enhance retention. Documentation and Reporting: Maintain accurate records of all student interactions, inquiries, and resolutions in the system Ensure that all processes, documentation, and communications adhere to the audit rules and guidelines set by the organization. Qualifications: Bachelor s degree from any stream. Proven experience in customer service, preferably in the education or EdTech sector, with a background in calling and retention. Strong communication and interpersonal skills, with the ability to build rapport with learners and understand their needs. Problem-solving mindset, with the ability to handle challenging situations calmly and efficiently. Ability to work both independently and as part of a team in a fast-paced environment. Key Competencies: Customer-focused approach with a passion for helping others succeed. High level of empathy and patience. Strong organizational and multitasking abilities. Ability to work under pressure and meet deadlines. Positive attitude and a proactive approach to problem-solving. Why Join Us Opportunity to make a meaningful impact on learners educational journeys. Collaborative and supportive work environment. Continuous learning and development opportunities. Job Requirement 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