Customer Success Associate

Unext Learning; Bengaluru; On-site; INR 400,000 - 500,000; Full time

Job summary

Unext Learning Pvt. Ltd. seeks an Academic Advisor to ensure a seamless academic experience for students from admission to exit. The role focuses on maintaining high student satisfaction, managing re-registrations, and ensuring timely completion across semesters.

Responsibilities include acting as the main university contact, coordinating with internal teams, tracking progress, and handling inquiries via calls, emails, and chat while addressing semester-related queries and report generation.

Qualifications

• Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications/Information Technology.
• 2–6 years of experience in academics/student counselling.

Responsibilities

• Be the first level point of university contact for students.
• Interface between students and university departments.
• Track and communicate student progress and submission status per the university calendar.
• Handle academic and administrative queries via calls, emails, and chat.
• Support with semester subject-related queries and student re-registration.

Skills

Interpersonal skills

Organizational skills

CRM

Ticketing system

Effective communication

Education

Post-Graduation in Management

Commerce or Journalism

Computer Applications/IT

Tools

CRM

Ticketing system

MS Excel

Job description

Academic Advisor

Bangalore, UNext Learning Pvt. Ltd. - Learning and Content Development - Customer Success - Counselling - NA

JOB DESCRIPTION

BASIC FUNCTION

To ensure the students have a seamless academic experience around delivery of their programs from admission to exit. To ensure high student satisfaction and ensure student re-registrations & completions across semesters.

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 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 facilitate in addressing students with their semester subject related queries.
• To nurture students in completing their academic requirements in a timely manner.
• 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 create and follow processes and recommend process improvements
• To identify, escape priority issues, coordinate with various teams to get the responses, and ensure that the response is provided to the student within the TAT.
• 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

INTERNAL & EXTERNAL INTERACTIONS

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

PROFILE REQUIRED

• Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications/Information Technology Stream.
• 2 6 years Experience in academics/student counselling

Skill & Knowledge

• Good knowledge of a University Academic Processes
• Interpersonal and organizational skills
• Knowledge of ticketing system & any CRM

Competencies

• 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.