Customer Care Executive Jobs in Pune - IDP Education Ltd

Customer Care Executive

IDP Education Ltd

0 to 3 Years

Not disclosed

Expired

Posted: 16 Jul 21

POSITION PURPOSE

Achieve the short term and long term goals in assigned destination for Student Placement
Provide inputs to support development and execute the destination wise activity calendars to deliver pipeline leads and conversion targets by intake.
Train and maintain the approved number of certified counsellors for the destination
Build strong client support through ongoing engagement, quality service to students and clients, high quality applications.
Effectively implement global priority projects at country/office
Be a productive and effective member of office leadership team and support Branch Manager through exhibiting a collaborative operating style

Key KPI’s-

Achieve targets for Leads, Applications and Students Placed –by destination and by intake.
Timely preparation and execution of activity calendars in line with target dates
Destination client satisfaction ratings
Maintain trained and certified counsellor numbers by destination
Successful implementation of global priorities –100% C4C adoption across all counsellors
Develop a strong Counselling, Sales team to oversee the creation of a dynamic, inclusive work place, building the culture while recognising and celebrating innovation, success and achievement
Speedily determine when an issue needs to be escalated to the Supervisor for resolution.
Proactively provide feedback and advice to the Supervisor on the management of office and on issues arising from competitor activities, changing business environments, change in student visa policies etc

Key Responsibilities:-

Drive the development and implementation of destination based office business plans
Provide inputs and once budget is set monitor Pipeline and Revenue budgets of the zone. Monitor results and initiate corrective action where required.
Collaborate with Supervisor to implement forecasting methodologies and processes to achieve accurate, timely pipeline forecasts
Develop and maintain a strong sales and service culture within the business. Drive Customer Satisfaction by regular monitoring and reporting.
Identify, develop and implement strategies to achieve sales objectives for the offices for student placement. Monitor results and initiate corrective action where required.
Collaborate with Destination Client Relations Managers, Marketing to develop and implement lead generation programs including events, client office visits, web etc, ensure counselling capacity /capability as per targets and ensure consistent sales, service and client management performance standards and benchmarks which are continuously improved
Provide inputs and take necessary actions to the ongoing development and maintenance of service and client management performance standards and benchmarks for the office
Drive and guide the offices participation in and execution of global improvement projects where applicable

Essential Requirements

Bachelor’s or equivalent degree
Industry knowledge. Preferably working in sector or having prior experience in student placement sector
Experience in developing business plans, budgets and skills to monitor, review and report on progress
Experience into Calling process
Experience in working with CRM systems will be desirable
A strong, ethical manager who acts with integrity and in the best interests of the business.
Respects diversity in employees
Good written and verbal English skills