Student Success

upGrad; Ahmedabad District; On-site; INR 300,000 - 420,000; Full time

Job summary

upGrad in Ahmedabad is seeking a learner onboarding executive to guide enrolled learners, answer queries, and ensure a smooth post-enrollment experience. You will work from office and handle daily outbound calls to explain program schedules, verify access to the learning portal, and resolve issues.

The role requires strong communication, problem solving, and customer-oriented teamwork. Join a dynamic team focused on learner satisfaction and coordinated support across functions, with consistent

Qualifications

• Excellent communication skills, both written and verbal.
• Ability to solve problems and multitask effectively.
• Decision-making under time constraints.
• Strong sense of customer needs and service orientation.
• Collaborative mindset with teammates across functions.
• Accountability for outcomes and ownership of tasks.
• Proficiency in English and Hindi, no MTI.

Responsibilities

• Conduct outbound calls daily to enrolled learners and share program details and schedules.
• Verify access to the learning portal and resolve access issues.
• Provide accurate information and resolve learner queries using standard processes.
• Address customer concerns, identify root causes, and provide timely solutions.
• Follow up on unresolved issues and coordinate with teams to close cases within TAT.
• Identify learner needs and contribute to satisfaction improvements.
• Maintain records of learner interactions and documentation.
• Adhere to calling procedures and organizational policies.
• Demonstrate flexibility with shifts and go the extra mile for learners.

Skills

Clear communication

Problem solving

Decision making

Understanding needs

Teamwork

Accountability

English & Hindi

Job description

Role Overview:

The role focuses on onboarding enrolled learners, addressing their queries, and coordinating with internal teams to ensure a smooth and positive learner experience after enrollment.

Key Responsibilities:

• - Conduct outbound calls daily (~70-80) to enrolled learners and explain program schedules, curriculum, learning portals, and other important details and send onboarding emails to ensure learners receive comprehensive program information.
• - Verify and facilitate learner access to the learning platform and address any miscommunication or miscommitments made during the previous process.
• - Provide accurate information and resolve learner queries using appropriate tools and processes.
• - Handle customer concerns, identify root causes, and provide timely and effective solutions.
• - Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT.
• - Identify learner needs and enhance overall learner satisfaction.
• - Generate referral leads and contribute to individual and team targets.
• - Maintain accurate records of learner interactions, accounts and relevant documentation.
• - Adhere to calling procedures, quality parameters and organizational policies.
• - Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience.

Skills Required:

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

Location: Near YMCA Club, SG Highway, Ahmedabad

Work Mode: Work from Office

Working Days: 6 days a week

Weekly Off: Sunday