upGrad - Student Experience Lead - APAC

upGrad Buddy

upGrad - started in 2015 - is a pioneer in the online education revolution, focused on powering career success for a global workforce of over 1.3 billion. It is one of the few Integrated LifeLongLearning Tech Companies in the world - spanning the college learner to the working professional from the age group of 18-60 years and across Undergrad courses, Campus & Job Linked Programs, Studying Abroad, short form to executive programs to Degrees, Masters and Doctoral - with a learner base of over 2 million across 50 countries and over 300 Univ partners & a robust enterprise business with a client base of 1000 companies worldwide.

upGrad's Global Learning Engine rests on four pillars -

(a) its large repository of original & owned content and IP -

(b) its own best-in-class proprietary tech platform -

(c) its high touch human led delivery service backed by coaches & mentors - and -

(d) an 85% course completion track record, backed by a further 80% career outcomes guaranteed performance.

Already termed Asia's higher EdTech leader it has offices in UK, US, Middle East, India, Singapore & Vietnam and presence in many more countries.

Role: As an upGrad Buddy - you will be the primary point of contact and the "voice" of upGrad to all our learners and our learners voice within upGrad. You will be responsible to make sure that our learners not only seamlessly go through the learning experience but are delighted with their experience.

You are the ideal candidate for this role if: You believe in online education as a force of change and appreciate that the right customer service can compound its impact. You have a passion to delight customers, and are looking to go the extra mile to make sure each and every learner is wowed. You are comfortable handling a diverse base of customers from different countries and backgrounds. To top it all you must possess empathy, and superior communication skills.

KPI: Completion rates of amongst our learners, and their satisfaction/delight score measured through CSAT, NPS and Outcomes

Experience:

- 3+ years of customer service experience in education or hospitality

- Experience in handling and delightling a diverse, international clientele

- Digital experience is a big plus

Knowledge:

- Cultural nuances of customers in key markets in APAC

- Best practices in customer service

Skills :

- Ability to project empathy

- Must have strong verbal and written communication skills

- Exceptional organizational and multitasking skills

- Attitude

- Passion to deliver nothing less than a 5 star customer service at all times

- Entrepreneurial