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 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 facilitate in addressing students with their semester subject related queries.
• To nurture students in completing their academic requirements in a timely manner.
• To make outbound calls primarily to update students, their course progress as deemed by the University Calendar and to answer students' specific requirements/ queries and also receive inbound calls whenever required to address students 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 create and follow processes and recommend process improvements
• 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.
• To 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

PROFILE REQUIRED

• Post-Graduation from a recognized University in Management or Commerce or Journalism or Computer Applications /Information Technology Stream.
• 2 - 6 years Experience in academics/student counselling

Skill & Knowledge:

• Good knowledge of a University Academic Processes
• Interpersonal and organizational skills
• Knowledge of ticketing system & any CRM
• Verbal, Listening and Written