Student Success Manager

Job Description

Position Overview: Yes Germany is seeking a dynamic and dedicated Student Success Team / Manager to join our team. The primary role will be to deliver exceptional service to students seeking educational opportunities abroad. As a Customer Success Executive, you will be responsible for providing accurate information, resolving student issues, and contributing to overall student satisfaction. This role requires a proactive approach in engaging students and working collaboratively with the Customer Service team, Team Leads, Managers, and Higher Management to achieve performance goals and ensure a positive experience for students. Key Responsibilities: Student Support: Respond promptly and professionally to student inquiries through multiple channels, including phone, email, and chat. Provide clear and accurate information regarding educational programs, application processes, and related services. Offer tailored advice to students to help them make informed decisions about their educational journey. Issue Resolution: Identify and address student concerns or issues effectively, escalating complex cases as needed. Collaborate with other departments to resolve any student-related queries and concerns in a timely manner. Ensure high-quality service and quick resolution of issues to maintain a positive student experience. Student Engagement: Engage proactively with students throughout their entire journey with Yes Germany, ensuring they are satisfied with the services and guidance provided. Regularly follow up with students to track their progress, gather feedback, and address emerging concerns. Build long-term relationships with students to enhance loyalty and student retention. Documentation: Maintain accurate, up-to-date records of student interactions and queries in the CRM system. Ensure proper documentation of all communications in compliance with data protection and privacy regulations. Reference Lead Generation: Encourage satisfied students to refer others to Yes Germany by promoting referral programs and initiatives. Work alongside the Marketing team to boost referral leads through well-structured campaigns. Collaboration & Teamwork: Work closely with Team Leads, Managers, and Higher Management to meet individual and team goals. Actively participate in regular team meetings, training sessions, and knowledge-sharing initiatives. Contribute to the achievement of department and company-wide objectives. Qualifications: Education: Bachelors degree in a relevant field (Required). Experience: Minimum of 1 year of experience in customer support or a similar role (Preferred). At least 2 years of total work experience (Required). Language Skills: Proficiency in English (Required). Additional language skills in Hindi and Marathi are an advantage. Technical Skills: Familiarity with CRM systems and basic computer proficiency. Key Skills: Strong communication and interpersonal abilities. Excellent problem-solving skills with attention to detail. Ability to manage multiple tasks efficiently in a fast-paced environment. Job Type: Full-time Location: In-person, based in India Benefits: Internet reimbursement Leave encashment PF Commission pay Joining bonus Performance bonus Schedule: Day shift Supplemental Pay: Commission pay Joining bonus Performance bonus Education: Bachelor's (Required) Experience: Customer support: 1 year (Preferred) Total work: 2 TO 6 years (Required) If you are passionate about helping students and have the right qualifications and experience, we encourage you to apply and join our team at Yes Germany!