Indian School of Business
Location
Secunderabad | India
Job description
Job Purpose -
We are looking for Customer Engagement Associates to own and drive the prospective student / applicant engagement, nurture the leads and convert prospects into applicants for ISB's PGP & AMP Suite Of Programmes.
You are someone with good functional understanding and industry experience with customer engagement processes (both voice and email based processes), with a proven track record of winning new customers / business to drive School's revenue, have strong business-to-cutomer (B2C) orientation and customer centricity, and competently use these skills to achieve, and often exceed the business targets.
You regularly seek inputs, accept constructive feedback and remove any impediments, relying heavily on learning and adapting the best practices from your line managers, peers and competition.
Job Outline -
· Proven experience in Customer Support and Service teams within Education, EdTech, BPO/KPO, IT Services organizations
· Responsible for ensuring superior customer experience, while meticulously handling all customer enquiries through emails & calls
· Work on the leads data generated through various marketing campaigns, counsel them, nurture them, and Initiate multiple phone calls to counsel and convert these prospects into applicants
· Counsel, guide and support the domestic and international candidates through the entire application process
· Provide support for Admissions outreach related activities, including infosessions and trade fairs
· Working knowledge with CRMs such as Salesforce would be an added avantage
· Is able to incorporate feedback from managers, programme leads, peers, competition, and adopt global best practices to add value to the process, business unit and organization
· Reports daily and weekly work completed and in-queue; lead conversions through a various stages of lead nurturing funnel; lends complete visbility to the reporting manager and programme leads (matrix reporting)
Job Specification -
Knowledge/Education - Graduate under related or other disciplines
Specific Skills - Customer Orientation
Desirable Experience - 1-3 years of experience
Job Interface-
Internal - Outreach (Branding, Marketing, Sales)
External - Perspective students
Key Responsibilities and % Time Spent
Handle all Inbound enquiries and outbound communication– emails and phone calls across all PGP suite and AMP's ( Based on Requirement ) - 70%
Handle walk-ins and coordinate Campus Visits | Process and interview support - 20%
CRM – data entry and reporting - 10%
Any other significant inout
ISB is an Equal Opportunity Employer (EEO), and in general our work schedules are structured in order to give every employee a good work-life balance. As per the business needs though each of us are at times expected to stretch our limits and also pitch in on weekends. A compensatory off can be taken though in lieu of working on an off-day or a holiday, as per the extant HR policy of the organization.
Job tags
Salary
