Urgent Hiring For Admission Counselor - Vibgyor HIGH Gurugram

VIBGYOR Group of Schools; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Job summary

VIBGYOR Group of Schools in Gurugram is seeking a Customer Relationship Officer to manage admissions and parent inquiries across all touchpoints, employing the CRM to track progress and resolve issues promptly.

The role requires coordinating with the Centre Head and marketing teams, guiding families through school processes, events, and life-cycle information while ensuring a welcoming lobby and timely communications.

Qualifications

• Experience handling multi-channel inquiries.
• Ability to manage admissions and student lifecycle processes.
• Strong data entry and record maintenance.

Responsibilities

• Address customer inquiries across in-person, phone, email, and web channels.
• Resolve grievances by coordinating with relevant departments and updating CRM.
• Escalate unresolved issues to Centre Head for prompt action.
• Track customer queries using CRM and MIS trackers.
• Drive customer delight with responsive service and clear updates.
• Guide customers on school processes and lifecycle information.
• Maintain lobby area ambience with admin support.
• Assist with life events: admissions, LC, summer camps.
• Be the central contact for LC verification and related forms.
• Support marketing activities and campus tours.

Skills

Customer service

Communication skills

CRM usage

Lead management

Sales

Tools

CRM

Lead Management System

MIS Tracker

Job description

Primary responsibilities:

• • Effectively address/resolve customer enquiries across mediums i.e. in-person, over the phone, email, company website etc.
• • Adroitly resolve the customer queries outside the purview of the RE cell by effectively making use of Request and Complaint Management system, liaison with appropriate departments and close the concern with the customer.
• • Escalate all unresolved grievances of the customer to the Centre Head for prompt resolution.
• • Adroitly track all customer queries via organizational query traction mechanism like CRM etc.
• • Generate customer delight by ensuring high responsiveness and closing the loop with customer on all issues and keep them updated/engaged during the process of resolution
• • Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time
• • Ensure ambient and customer friendly environment of the lobby area with assistance from the admin department
• • Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible
• • Adroitly be ready and facilitate the information of all elements pertaining to a childs life cycle in the school as well as post school activities, summer camps etc.
• • Be a central point of contact for all Leave Certification Request i.e. Verification if LC request forms, Request Generation, Intra –department liasioning etc.

Sales and Marketing:

• • Pre-sales : Efficiently manage the pre-sales process like; keeping a track on all leads whether from web, telephone, walk-ins etc and participate in planning of activities like society camps or mall activities, pre-school tie ups, corporate tie ups.
• • Adroitly handle the entire sales process for potential customers from first interface to closure, thus positive augmenting the conversions from walk-in to admissions.
• • Contact potential customers, discuss their requirements and present the VIBGYOR brand in order to commensurate the customer needs
• • Be an active team member in achieving the annual admission targets & objectives in line with the Organization Admission Target Plan
• • Initiate and participate in Marketing Initiatives to create brand awareness and promote the USPs like Summer Camps, Day Care, PSA activities etc.
• • Efficiently maintain the upkeep all the elements of the discovery room
• • Conduct Campus tour to all customers/parents for Experiential Marketing.
• • Counselling the potential customers/parents on the child psychology and how our VARK methodology of learning assists in child’s development.

Administrative Responsibilities

• • Record all admission registration on Lead Management System/MIS tracker as per the Process guidelines
• • Maintain updated records of all the customer grievance handling in the CRM.
• • Maintenance of data completion and accuracy.
• • Be an aid to the Child interaction and Competency Test process with the respective Coordinators and Centre Head where ever required.
• • Work closely with the Centre and Zonal Marketing Team for any updates/ intimations.
• • Timely reporting of the internal generated reports e.g. Customer Enquiry and Follow up trackers to the Zonal Marketing and CO marketing team basis the internal agreed turn around time.
• • Scrutinize and maintain records for all admission forms and documents.
• • Be an effective planner and organise the day to ensure all opportunities are maximised
• • Be an active participant in School events like; VIVA, Coffee Meet etc.

Enhance Business Acumen:

• • Assimilate and consistently enhance knowledge on Policies / Procedures /Systems and tools for the Centre/Organization
• • Be apprised on the new USPs being introduced in the organization and ensure it is cascaded across the Relationship Officers of the team
• • Being aware of the past sales trends and records and consistently upgrade ones understanding