to manage relationships with enrolled learners and ensure a seamless post-enrollment experience. The ideal candidate will be responsible for providing ongoing CRM support to students, addressing their queries, ensuring engagement and satisfaction, and generating references/referrals from existing learners to drive new enrollments.
Key Responsibilities:
1. CRM Support & Learner Engagement
Manage and maintain regular communication with enrolled learners through calls, emails, WhatsApp, and CRM tools.
Address student queries promptly and ensure timely resolution of issues related to courses, payments, access, or learning experience.
Ensure high learner satisfaction and retention through personalized relationship management.
Guide learners on how to maximize the value of their courses and online resources.
2. Reference & Referral Generation
Build strong rapport with enrolled students to encourage referrals and recommendations.
Identify and approach satisfied learners to generate references for new enrollments.
Track and report on referral conversions and support the admissions/sales team in leveraging these leads.
3. CRM System Management
Update and maintain accurate learner data in the CRM system.
Ensure all learner interactions, feedback, and follow-ups are logged and tracked efficiently.
Work closely with the marketing and admissions teams to share insights and feedback from learners.
4. Reporting & Analytics
Prepare weekly/monthly reports on learner satisfaction, support tickets, and referral leads generated.
Analyze learner feedback and suggest improvements to enhance the learner journey.
Key Result Areas (KRAs):
1. Learner Support & Satisfaction:
o Timely resolution of student queries.
o Maintaining a high satisfaction score (CSAT/NPS).
2. Retention & Engagement:
o Active engagement and retention rate of enrolled learners.
3. Reference / Referral Generation:
o Number of quality references generated per month.
o Conversion rate of referrals into new enrollments.
4. CRM Data Accuracy:
o Regular updates and accuracy of learner records in CRM software.
Required Skills & Qualifications:
Bachelor's degree (preferably in business, marketing, or education).
0-4 years of experience in CRM, customer support, or relationship management (EdTech experience preferred).
Strong communication (verbal & written) and interpersonal skills.
Proficiency in CRM tools (e.g., Salesforce, Zoho, HubSpot, or equivalent).
Ability to multitask and manage priorities in a fast-paced environment.
Empathetic, customer-centric, and result-oriented mindset.
Preferred Qualities:
Experience in handling learners or clients in the education/online learning sector.
Target-oriented with the ability to meet reference and satisfaction KPIs.
Strong analytical and reporting abilities.
Job Type: Full-time
Pay: ?20,000.00 - ?25,000.00 per month
Work Location: In person
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