Academic Advisor

Here is a refined, structured, and professionally rewritten for the Academic Advisor role at UNext Learning Pvt. Ltd., with improved clarity, impact, and alignment to student success and performance metrics.

Academic Advisor

Location: Bangalore

Function: Learning & Content Development Customer Success / Student Counselling

Role Overview

The Academic Advisor is responsible for delivering a seamless and engaging academic experience for students from admission through program completion. The role focuses on driving student satisfaction, academic progression, semester re-registrations, and successful program completion by acting as the primary point of contact between students and the university.

Key Responsibilities

Student Engagement & Support

• Serve as the first-level point of contact for students throughout their academic journey.
• Act as a liaison between students and university departments (academics, examinations, finance, LMS support).
• Provide timely, accurate, and personalized responses to student queries via calls, emails, and chat.
• Handle both academic and administrative queries including fee payments, LMS access, assessments, submissions, and scheduling.
• Conduct proactive outbound calls to guide students on course progress, deadlines, and semester milestones.
• Manage inbound calls and email communication effectively to ensure query resolution within defined TAT.

Academic Monitoring & Progress Tracking

• Track and monitor student academic progress as per the University Academic Calendar.
• Ensure students meet submission deadlines for Internal Assessments (IAs), Project Synopsis, and Project Reports.
• Encourage timely completion of academic requirements and discourage last-minute submissions.
• Facilitate support for subject-related queries in coordination with faculty/SMEs.

Student Retention & Success Metrics

• Drive high student satisfaction and engagement scores.
• Improve active learner rates and minimize repeat queries/complaints.
• Ensure high semester re-registration and program completion rates.
• Meet defined quality benchmarks, response accuracy standards, and productivity metrics (call connects, TAT adherence).

Process Excellence

• Follow defined academic and support processes while identifying opportunities for improvement.
• Escalate priority issues to relevant stakeholders and ensure timely closure.
• Maintain accurate MIS reports and student records using CRM/ticketing systems.
• Contribute to continuous improvement initiatives to enhance student experience.

Internal & External Stakeholders

Internal:

• Course Coordinators
• Student Support Executives
• Operations & Academic Teams

External:

• Students
• Faculty / Subject Matter Experts (SMEs)

Eligibility Criteria

• Postgraduate degree in Management, Commerce, Journalism, Computer Applications, Information Technology, or related discipline.
• 2–6 years of experience in academic advising, student counselling, or EdTech customer success.

Skills & Knowledge

• Strong understanding of university academic processes and lifecycle.
• Proficiency in CRM and ticketing systems.
• Excellent communication skills (verbal, written, and listening).
• Strong interpersonal and organizational skills.
• Good analytical and problem-solving abilities.
• Proficiency in MS Excel (MIS reporting), PowerPoint, and basic data handling.
• Experience handling inbound and outbound calls preferred.

Core Competencies

• Student-centric approach with relationship-building skills
• Conflict resolution using data-driven insights
• High stress tolerance and attention to detail
• Ability to multitask in a fast-paced environment
• Adaptability to dynamic academic schedules
• Team collaboration and cross-functional coordination

Work Requirements

• Willingness to work on weekends (rotation basis).
• Ability to meet defined productivity, quality, and retention KPIs.