Associate – Student Success

Location: Bengaluru

upGrad Private Limited
- About Us –
upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individual sat scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

Designation - Associate – Student Success (Higher Education India)
Location :
Bangalore
Function:
Delivery

Role Overview -  We're looking for a  Associate – Student Success  to handle learner queries via voice calls. The role requires strong communication, problem-solving, and teamwork skills.

Experience with ticketing platforms like Freshdesk and Salesforce is preferred. The ideal candidate will focus on customer satisfaction and meeting targets in a fast-paced environment.

Key Responsibilities (KRAs):
Handle inbound and outbound email and voice support for learners.
Ensure a customer-centric, empathetic, and solution-oriented approach.
Escalate complaints to the appropriate internal teams when required.
Build long-term, trust-based relationships through professional communication.
Provide accurate, detailed, and comprehensive information using appropriate tools and methods.
Meet individual and team targets related to call handling and ticket resolution.
Offer timely and effective solutions and ensure proper follow-up until closure.
Adhere to defined communication protocols, SLAs, and organizational policies.

Skill Set Requirements:
Strong verbal and written communication skills.
Team player with the ability to perform in a dynamic and high-pressure environment.
Proactive and detail-oriented with strong organizational skills.
Ability to adapt to constant process and operational changes.
Commitment to TAT-based closures and learner satisfaction.

Preferred Tools Exposure:
Ticketing platforms:
Freshdesk, Salesforce, etc.
Calling tools:
Tata Cloud, Ameyo, or Smartflo.

Why Join Us?
Here are just a few reasons why you should consider joining our team:

· Global Reach, Local Impact:  At upGrad, you'll be part of a dynamic, diverse team that makes a difference on a global scale while creating opportunities for local communities. With 25 offices worldwide and a team of over 5100 professionals, upGrad has successfully enrolled over 10 million learners across 70+ countries.

· Award-Winning Excellence:  With accolades such as being named the No.1 startup in India for three consecutive years by Linked In's Top Startups list [2018, 2019, and 2020], upGrad's commitment to innovation and impact is unparalleled. Additionally, upGrad has earned prestigious titles such as the ET Best Education Brand 2020 and inclusion in the esteemed GSV Global EdTech 50 List 2020, further solidifying our position as a leader in the education technology sector.

· Endless Opportunities:  Join upGrad and unlock a world of opportunities for growth, learning, and personal development. With a team spread across PAN India / International and a global network of partners, upGrad provides you with the support, resources, and opportunities you need to succeed and thrive.