Customer Relationship Manager

Job Title: Student Support Executive
Job Summary:
The Student Support Executive is responsible for managing student interactions via calls,
resolving their queries effectively, and ensuring timely support throughout their academic
journey. This role is performance-driven and requires daily adherence to call targets and
service standards.
Key Responsibilities:

• Handle incoming and outgoing calls (more than 150-calls) to students with a daily goal of
  o Minimum 80 connected calls per day
• Address and resolve student concerns related to courses, programs, admissions, exam
  processes, and academic support
• Provide clear and accurate information about services, policies, and timelines
• Escalate complex or unresolved queries to the senior team promptly, following the
  escalation matrix
• Maintain detailed, accurate, and updated records of all interactions in the CRM
  system
• Follow communication scripts and service protocols to ensure a consistent student
  experience
• Coordinate with internal departments (academics, operations, finance) as needed for
  resolution
  Required Skills and Competencies:
• Excellent verbal communication and listening skills
• Empathy and problem-solving abilities
• Basic knowledge of student lifecycle or academic operations (preferred)
• CRM handling and call documentation experience
• Time management and ability to meet daily call performance metrics
  Preferred Qualifications:
• Graduate in any discipline
• 02 years of experience in student support, call centers, or customer service
• Prior experience in EdTech or education domain is a plus.