Academic Mentor

Unext Learning; Bengaluru; On-site; INR 350,000 - 520,000; Full time

Job summary

Unext Learning in Bengaluru seeks a student counsellor to be the first level contact for students and to act as the interface between students and university departments. You will help students address semester subject queries and guide them through academic requirements.

The role requires 2–6 years in academics, postgraduate qualification, strong communication, and proficiency in Excel and PPT. You will manage inquiries via calls, email, and chat, aiming to improve re-registration and overall

Qualifications

• 2–6 years of experience in academics/student counselling.
• Post-Graduation from a recognized university in Management, Commerce, Journalism or Computer Applications/IT.
• Good knowledge of university academic processes.
• Verbal, listening and written communication skills.
• Willing to work on weekends on a rotation basis.
• Proficiency in MS Excel and creating reports.

Responsibilities

• Be the first level point of contact for students and act as the interface between students and university departments.
• Address semester subject queries and guide students to complete academic requirements on time.
• Create and follow processes, recommending improvements to ensure timely academic progress.
• Track and communicate student progress and submission status per the university calendar.
• Handle academic and administrative queries via calls, emails and chat to improve satisfaction.
• Escalate priority issues and coordinate with teams to provide timely responses.

Skills

Interpersonal skills

Organizational skills

Communication skills

Problem solving

Attention to detail

Teamwork

Quick learner

Weekend readiness

Student relationship

Excel/PPT proficiency

Education

Post-Graduation in Management/Commerce/Journalism/Computer Applications-IT

Tools

CRM

Ticketing system

Job description

KEY ACTIVITIES & RESPONSIBILITIES

• To be the first level - point of university contact for the student.
• To act as an interface between the Student and the University departments.
• To facilitate in addressing students with their semester subject related queries.
• To nurture students in completing their academic requirements in a timely manner.
• To create and follow processes and recommend process improvements
• To achieve high re-registration of students to next semester and high program completion rate.
• To provide a precise and concise information through effective communication technique
• To adapt and handle changing situations and environments efficiently
• To use effective data points and interpersonal skills to resolve conflict situations
• Refrain students from the last-minute submission of IAs, Project Synopsis and Project report To track and communicate students, their academic progress, submission requirement and its status, in accordance with the University session calendar. To handle both academic and administrative related (such as fee payment, LMS) student queries via calls, emails, and chat To make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer students specific requirements/ queries and also receive inbound calls whenever required to address students queries and respond to their emails. To achieve high student satisfaction by providing a personalized precise and elaborate reply based on the student query., increase in Active learners, high outbound call connects, reduction in repeat queries/ complaints and meeting quality measures, accuracy & timelines in addressing the student queries To identify, escalation priority issues, coordinate with various teams to get the responses, and ensure that the response is provided to the student within the TAT.

INTERNAL & EXTERNAL INTERACTIONS

• Internal: Course Coordinators, Student support executives
• External: Students, External Faculty/ SME

PROFILE REQUIRED

• 2 - 6 years Experience in academics/student counselling Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream. Skill & Knowledge:
• Good knowledge of a University Academic Processes
• Interpersonal and organizational skills
• Knowledge of ticketing system & any CRM
• Verbal, Listening and Written communication skills
• Problem analysis and solving skills
• Stress tolerance and attention to detail
• Team working Quick learner with an ability to multitask and attention to detail.
• Should be willing to work on weekends on a rotation basis.
• Building strong relationship with students as well as within the organization
• Sound Communication ability and Computer proficiency, especially in excel (updating MIS and preparing reports) and PPTs.
• Experience in handling Inbound and Outbound calls is preferred