Customer Success Executive

SyncUp; Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

SyncUp is seeking a proactive Student Support Executive to be the first level contact for students, interfacing with university departments and tracking academic progress. You will respond to academic and administrative queries via calls, emails, and chat in alignment with the university calendar.

The role requires strong communication, organization, and multitasking abilities, with a focus on ensuring high student satisfaction and timely resolution of inquiries. Weekend rotation may be required.

Qualifications

• Knowledge of university academic processes and procedures.
• Strong interpersonal and organizational skills.
• Experience with ticketing systems or CRM tools is a plus.
• Excellent verbal, listening, and written communication abilities.
• Analytical mindset with problem-solving skills.
• Ability to handle stress and maintain accuracy under pressure.
• Willingness to work on weekends on a rotating basis.

Responsibilities

• Serve as the first point of contact for students, interfacing with university departments.
• Track student progress, communicate requirements and status per the university calendar.
• Handle student queries via calls, emails, and chat for academic and administrative matters.
• Provide timely, precise, and personalized responses to student inquiries.
• Coordinate with teams to escalate and resolve priority issues within defined TAT.
• Support student re-enrollment and program completion efforts.

Skills

University processes

Interpersonal skills

Verbal communication

Written communication

Problem solving

Attention to detail

Multitasking

Teamwork

Weekend shift readiness

Excel proficiency

Tools

Ticketing system

CRM

Job description

• 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, elevate 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

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.