Associate - Student Success

upGrad; Pune District; On-site; INR 250,000 - 400,000; Full time

Job summary

upGrad is seeking a learner support specialist in Pune to handle inbound and outbound email and voice communications. You will maintain a customer-centric, empathetic approach and build trust-based relationships with learners while following set SLAs and processes.

The role requires proactive handling of tickets, accurate information delivery, and consistent performance against targets in a fast-paced educational support environment.

Qualifications

• Excellent verbal and written communication skills.
• Team player capable of performing in a dynamic, high-pressure environment.
• Proactive and detail-oriented with strong organizational skills.
• Able to adapt to constant process and operational changes.
• Committed to TAT-based closures and learner satisfaction.

Responsibilities

• Handle inbound and outbound email and voice support for learners.
• Maintain a customer-centric, empathetic, and solution-oriented approach.
• Escalate complaints to internal teams when required.
• Build long-term, trust-based relationships through professional communication.
• Provide accurate, detailed 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.

Skills

Strong verbal and written comms

Team player

Proactive and detail-oriented

Adapt to process changes

Commitment to TAT-based closures

Tools

Freshdesk

Salesforce

Tata Cloud

Ameyo

Smartflo

Job description

Roles & Responsibilities

• 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.

Language Proficiency (Mandatory):

• Hindi and English