Academic Mentor

JOB DESCRIPTION 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 facilitate in addressing students with their semester – subject related queriesTo nurture students in completing their academic requirements in a timely manner. To create and follow processes and recommend process improvementsTo 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 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 make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer student's 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 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. INTERNAL & EXTERNAL INTERACTIONS Internal: Course Coordinators, Student support executives External: Students, External Faculty/ SME PROFILE REQUIRED 2 – 6 yearsʼ Experience in academics/student counselling Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream. Skill & Knowledge: Good knowledge of a University Academic ProcessesInterpersonal and organizational skills Knowledge of ticketing system & any CRM Competencies: Verbal, Listening and Written communication skills Problem analysis and solving skillsStress 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.