Academic Advisor

Academic Advisor

Location: Bengaluru, Karnataka
Company: UNext Learning Pvt. Ltd.
Department: Customer Success Learning & Content Development
Experience: 2–6 Years
Employment Type: Full-Time

Job Summary

We are looking for a passionate and student-centric Academic Advisor to provide end-to-end academic support throughout the student lifecycle—from admission to program completion. The ideal candidate will ensure an exceptional student experience by addressing academic and administrative queries, monitoring student progress, and driving student engagement, re-registrations, and successful program completion.

Key Responsibilities

• Act as the primary point of contact for students throughout their academic journey.

• Serve as a liaison between students and various university departments.

• Monitor students' academic progress, assignment submissions, examinations, and semester milestones as per the university calendar.

• Resolve academic and administrative queries related to:

• Learning Management System (LMS)

• Fee payments

• Course registration

• Assignments and examinations

• Academic schedules

• Handle student interactions through inbound and outbound calls, emails, and chat support.

• Conduct proactive outbound calls to guide students on academic progress, important deadlines, and semester activities.

• Encourage timely submission of Internal Assessments (IAs), Project Synopsis, and Project Reports.

• Build strong relationships with students to improve engagement, satisfaction, retention, and program completion.

• Ensure timely resolution of student issues by coordinating with internal stakeholders and adhering to defined turnaround times (TAT).

• Escalate priority cases whenever required and ensure closure within SLA.

• Maintain accurate student records, MIS reports, and CRM updates.

• Identify opportunities for process improvements and contribute to enhancing the overall student experience.

Key Performance Indicators (KPIs)

• Student Satisfaction (CSAT)
• Student Retention & Re-registration
• Program Completion Rate
• Outbound Call Productivity
• First Contact Resolution (FCR)
• Query Resolution TAT
• Quality & Compliance Scores
• Reduction in Repeat Queries

Required Qualifications

• Postgraduate degree from a recognized university in:

• Management

• Commerce

• Journalism

• Computer Applications

• Information Technology

• 2–6 years of experience in Academic Advising, Student Counselling, Student Success, Academic Operations, or Customer Success within the Education/EdTech industry.

Required Skills

• Good understanding of university academic processes.
• Excellent verbal and written communication skills.
• Strong interpersonal, counselling, and relationship management skills.
• Problem-solving and conflict resolution abilities.
• Experience with CRM or ticketing systems.
• Proficiency in MS Excel, PowerPoint, and MS Office.
• Ability to multitask in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Quick learner with a customer-first mindset.
• Experience handling inbound and outbound calls is preferred.

Preferred Competencies

• Student Counselling
• Academic Coordination
• Customer Success
• Student Retention
• CRM Management
• LMS Support
• Stakeholder Management
• Time Management
• Analytical & Reporting Skills
• Team Collaboration

Work Schedule

• Willingness to work on weekends on a rotational basis.
• Flexible to support students as per academic schedules.

Why Join UNext Learning?

• Opportunity to work with one of India's leading higher education and EdTech organizations.
• Collaborative and learning-oriented work environment.
• Career growth opportunities in Academic Operations and Student Success.
• Opportunity to positively impact students' educational journeys.