Student Care Associate

Drishti IAS; Dadri; On-site; INR 250,000 - 400,000; Full time

Job summary

Drishti IAS is seeking a proactive, student-focused Student Care Executive to assist learners with queries, coordinate with internal teams, and ensure a smooth learning journey across courses and services.

You will handle queries via calls, email, and messaging, provide course information, resolve concerns, and support onboarding while maintaining records and ensuring adherence to policies in a fast-paced EdTech environment.

Qualifications

• Graduate in any discipline; postgraduate qualification will be an added advantage.
• 1-3 years of experience in Student Support, Student Counselling, Customer Support, Client Servicing, or a similar role.
• Excellent verbal and written communication skills in Hindi and English.
• Strong interpersonal and problem-solving abilities.
• Patient, empathetic, and student-oriented approach.
• Good coordination and follow-up skills.
• Comfortable handling multiple queries and tasks simultaneously.
• Basic knowledge of MS Office/Google Workspace and CRM or ticketing systems.
• Ability to work in a fast-paced education/EdTech environment.

Responsibilities

• Handle student queries through calls, emails, WhatsApp, and other communication channels in a professional and timely manner.
• Provide accurate information and assistance related to courses, classes, schedules, study materials, tests, and other student services.
• Resolve student concerns and complaints while ensuring a high level of student satisfaction.
• Coordinate with academic, operations, technical, and other internal teams to resolve student-related issues.
• Maintain accurate records of student interactions, requests, feedback, and resolutions.
• Follow up with students to ensure their concerns have been resolved effectively.
• Collect and analyze student feedback and share recurring concerns with the concerned teams.
• Assist students with onboarding, course-related processes, and other administrative requirements.
• Identify critical or recurring student issues and elevate them to the appropriate authority when required.
• Support student engagement and retention initiatives.
• Maintain professional communication and ensure adherence to company policies and service standards.

Skills

Hindi and English communication

Interpersonal skills

Problem-solving

Coordination and follow-up

Empathy

Multitasking

Education

Graduate in any discipline

Postgraduate qualification advantageous

Tools

MS Office

Google Workspace

CRM

Ticketing systems

Job description

About The Role

We are looking for a proactive and student-focused Student Care Executive to join our team. The candidate will be responsible for assisting students with their queries, providing timely support, coordinating with internal teams, and ensuring a smooth and positive student experience throughout their learning journey.

Key Responsibilities

• Handle student queries through calls, emails, WhatsApp, and other communication channels in a professional and timely manner.
• Provide accurate information and assistance related to courses, classes, schedules, study materials, tests, and other student services.
• Resolve student concerns and complaints while ensuring a high level of student satisfaction.
• Coordinate with academic, operations, technical, and other internal teams to resolve student-related issues.
• Maintain accurate records of student interactions, requests, feedback, and resolutions.
• Follow up with students to ensure their concerns have been resolved effectively.
• Collect and analyze student feedback and share recurring concerns with the concerned teams.
• Assist students with onboarding, course-related processes, and other administrative requirements.
• Identify critical or recurring student issues and elevate them to the appropriate authority when required.
• Support student engagement and retention initiatives.
• Maintain professional communication and ensure adherence to company policies and service standards.

Required Skills & Qualifications

• Graduate in any discipline; postgraduate qualification will be an added advantage.
• 1-3 years of experience in Student Support, Student Counselling, Customer Support, Client Servicing, or a similar role.
• Excellent verbal and written communication skills in Hindi and English.
• Strong interpersonal and problem-solving abilities.
• Patient, empathetic, and student-oriented approach.
• Good coordination and follow-up skills.
• Comfortable handling multiple queries and tasks simultaneously.
• Basic knowledge of MS Office/Google Workspace and CRM or ticketing systems.
• Ability to work in a fast-paced education/EdTech environment.

Preferred Candidate Profile

• Prior experience in an EdTech, education, coaching institute, or student support environment will be preferred.
• Candidates with strong communication and customer-handling skills are encouraged to apply.
• A positive attitude with a strong focus on student experience and issue resolution.

Student Handling | Communication | Problem Solving | Empathy | Coordination | Follow-up | Customer Service | Conflict Resolution | Time Management | Teamwork