Project Coordinator

upGrad; Ahmedabad District; On-site; INR 350,000 - 550,000; Full time

Job summary

upGrad is seeking a customer-support focused professional to manage a large learner portfolio and ensure high engagement and completion rates. You will collaborate with program, content, academic, tech and operations teams to resolve queries via calls, chats, and emails.

The role requires strong communication skills, problem solving, and the ability to multitask while maintaining service quality. Office-based shift work is expected six days a week.

Qualifications

• Manage a large learner portfolio (~1000-1200 learners) ensuring engagement and completion.
• Handle learner queries via Telegram channels and email tickets, with 3–4 hours of daily talk time.
• Provide accurate information using CRM tools and resolve all types of queries.
• Resolve service problems by clarifying complaints, determining causes, and offering best solutions.

Responsibilities

• Drive learner satisfaction metrics such as NPS and CSAT, and ensure SLA adherence.
• Identify learner needs to achieve satisfaction and meet personal/team targets.
• Maintain records of customer interactions and process learner accounts.
• Escalate issues to cross-functional teams and follow up to meet TAT.
• Follow calling procedures and maintain high quality of interactions.

Skills

Strong communication

Problem solving

Multitasking

Decision making

Understanding customer needs

Teamwork & collaboration

Accountability & ownership

English & Hindi language proficiency

Job description

Role & responsibilities :

• Manage a large learner portfolio (~1000-1200 learners) ensuring high engagement and completion rates
• Collaborate with program, content, academic, tech and operations team
• To manage batches/learners queries received on telegram channels and email tickets. To do outgoing calls to the unique learners professionally and maintain 3-4 hours talk time per day talk time, resolve learners' queries, generate referral leads on calls/chats/emails
• Provide accurate, valid and complete information by using the right methods/CRM tools & resolve all types of queries
• Resolve service problems by clarifying the learner's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• Providing appropriate solutions and alternatives within the time limits and following up to ensure the resolution
• Drive social media positive mentions, learner satisfaction metrics such as NPS, CSAT & SLA adherence
• Identify and assess learners' needs to achieve satisfaction & NPS. Meet personal/team sales targets and call/chat/email handling quotas
• Keep records of customer interactions, process learner accounts and file documents
• Raising Requests to cross-functional teams and following up to resolve the issues within TAT
• Follow calling procedures, guidelines, and policies. Maintain call/chat/email quality by adhering to all quality audit parameters, Go the extra mile to enhance the learner experience
• Handle learner queries and escalations in a professional and timely manner.
• Identify referrals, upsell and cross-sell opportunities where relevant.
• Flexible for shift timing (late night shifts). Work from the office (6 days a week)

Preferred candidate profile :

• Strong communication (written and verbal)
• Problem solving and Multitasking
• Decision making
• Understanding customer needs
• Teamwork & collaboration
• Accountability & ownership
• Language (No MTI): English and Hindi