Job Description

JOBTITLE/ POSISTION Academic AdvisorREPORTING TO Head Student Support ServicesREGION/ FUNCTION Student Engagement & Operations (Degree Programs)Directly reporting to Lead - Academic AdvisorGrade BASIC FUNCTION To ensure the students have a seamless academic experience around delivery of their programs from admission to exit. To ensure high student satisfaction and ensure student re-registrations & completions across semesters.KEY ACTIVITIES & RESPONSIBILITIES- 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 student's 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, escalate 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 INTERNAL & EXTERNAL INTERACTIONS - Internal: Course Coordinators, Student support executives- External: Students, External Faculty/ SMEPROFILE REQUIRED Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream. 2 - 6 years' Experience in academics/student counselling Skill & Knowledge:- Good knowledge of a University Academic Processes- Interpersonal and organizational skills- Knowledge of ticketing system & any CRMCompetencies:- 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. (ref:updazz.com)

Skills Required