Customer Experience Advisor - Gurgaon / Gurugram - confidential

    confidential
    confidential Gurgaon / Gurugram

    1 day ago

    Full time
    Description

    Key Responsibilities:

    Applicant Support & Advising:

    • Assist applicants with program inquiries and eligibility requirements.
    • Provide guidance on alternative program options tailored to students' interests and educational backgrounds.
    • Empathetically communicate application outcomes, both positive and negative.
    • Handle deferral and refund-related inquiries and processes.
    • Assist students in meeting enrollment conditions and resolving post-offer uncertainties.
    • Perform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when required.
    • Ensure accurate and timely processing of applications using relevant systems and workflows.

    Document & Eligibility Review:

    • Review student documents to ensure eligibility across diverse educational backgrounds.
    • Verify offer letters for student information consistency to streamline application processing.

    School & Partner Collaboration:

    • Work with partner schools and recruiters to resolve application issues.
    • Assist students in meeting enrollment conditions while maintaining strong relationships with partner schools.

    Communication & Process Guidance:

    • Clearly communicate all school requirements and deadlines once an offer letter is received.

    Process Maintenance & Improvement:

    • Maintain and update application processes to ensure accuracy.
    • Collaborate with schools and internal teams to resolve application issues and improve workflows.

    Meeting Key Performance Metrics:

    • Ensure timely processing of applications, documents, and communications in alignment with established KPIs.
    • Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.

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