Customer Experience Advisor

ApplyBoard Inc; Gurugram District; Sur place; INR 400 000 - 700 000; Plein temps

Résumé du poste

ApplyBoard Inc in India is seeking an Associate who will support applicants and our partner institutions. You will advise students on program options, communicate outcomes empathetically, and drive process improvements across workflows.

You will review documents for eligibility, assist with enrollment conditions, and collaborate with schools to ensure quality applications with tight timelines.

Qualifications

• 1-3 years of customer service experience.
• Proficiency in proofreading/editing text for accuracy.
• Strong analytical abilities with high accuracy.
• Working knowledge of Google Sheets, Word, and Gmail.
• Ability to research and solve problems in a collaborative environment.

Responsabilités

• Assist applicants with program inquiries and requirements.
• Provide advisement to students on alternative program options.
• Empathetically communicate application outcomes to students.
• Perform Road Runner and Submission RPA tasks as needed.
• Review student documents for eligibility and consistency.
• Collaborate with partner schools to resolve issues and submit quality applications.
• Ensure timely processing of applications and communications aligned with KPIs.

Connaissances

Customer Service

Detail Oriented

Analytical

Editing/Proofreading

Teamwork

Formation

Associate's or Bachelor's degree

Outils

Google Sheets

Microsoft Word

Gmail

Description du poste

ApplyBoard simplifies the study abroad application process by connecting international students, international student advisors, and educational institutions on one personalized platform. For more than a decade, ApplyBoard's team members have been dedicated to breaking down barriers to international education, while thriving at a company that invests in their career growth. Our six core values guide us in our mission to educate the world, and are the foundation of our company culture. As an organization built on diversity, our team members are representative of the students we support.The Opportunity:This role is responsible for the day-to-day support of our institution partners, driving targeted enrollment growth and enhancing partner satisfaction. You will execute recruitment strategies, assist in conversion initiatives, and act as a liaison between institutions and ApplyBoard’s internal teams.What you’ll be doing every day:Applicant Support & AdvisingAssist applicants with program inquiries and requirementsProvide advisement to students on alternative program options that meet their interests and educational backgroundsEmpathetically communicate application outcomes to our students, whether positive or negativeAction deferral-related processes and inquiriesAction refund-related processes and inquiriesAssist students in meeting enrollment conditions and resolve uncertainties post-offerPerform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when requiredEnsure accurate and timely processing of applications using relevant systems and workflowsDocument & Eligibility ReviewReview student documents to ensure student eligibility for consideration across diverse educational backgroundsReview offer letters for student information consistency to ensure efficient application processingSchool & Partner CollaborationWork with our partnership schools and recruiters to resolve application issues and submit quality applications on behalf of our studentsCommunicate with our partner school and assist students in meeting enrollment conditions and resolve any uncertaintiesCommunication & Process GuidanceClearly communicate and outline all school requirements and deadlines to the student once the offer letter has been receivedProcess Maintenance & ImprovementEnsure application processes are regularly updated to ensure the precision of process detailsCollaborate with schools and internal teams to resolve application issues and continuously improve workflowsMeeting Key Performance MetricsEnsure timely processing of applications, documents, and communications in alignment with established KPIs.Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.What You Bring to the Table:An associate's or Bachelor's degree is an asset1-3 years of customer service experienceProficiency in proofreading/ editing text to ensure spelling and grammatical correctnessStrong analytical abilities, detail-oriented, and a high level of accuracyWorking knowledge of Google spreadsheets, Microsoft Word, and GmailAdept in researching and problem-solving capabilitiesSomeone who thrives in a collaborative, teamwork environmentAptitude for prioritizing tasks with an attention to detail to ensure information accuracyAbility to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and proceduresAn ability to work cross-functionally to ensure application processing consistency and efficiencyExceptional problem-solving skills under ambiguous circumstances to ensure we provide the best outcome for our students while maintaining integrity with our partner relationshipsExcellent interpersonal skills and verbal and written communication skillsAbout ApplyBoardApplyBoard empowers students around the world to access international education. Our global team leverages cutting-edge technology to build innovative tools and share sector insights that support our network of international students and 1,500+ partner institutions. We've helped more than 1,300,000 students from over 180 countries with their study abroad journey so far, and we're just getting started.Ready to join us? We're grateful for your interest in joining the ApplyBoard team. However, only select applicants will be contacted for an interview.We may use artificial intelligence tools to support the hiring process, potentially while reviewing applications, analyzing resumes, or assessing applicant responses. These tools don't replace human judgment, and final hiring decisions are made by our team members. If you'd like more information about how your data is processed, please contact us.ApplyBoard welcomes applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.