upGrad |Student Mentor |Mumbai | CTC upto 10 LPA

Role Summary

At upGrad our goal is to make online learning empowering & enriching. To that end, each student has a dedicated Student Mentor & Coordinator who ensures there is a steady flow of information with the students & works with them to create a personalized study plan.

The SCM ensures that the learner's queries are answered with clarity and precision and helps them get past any bottlenecks and issues with a very fast turnaround.

We are looking for empathetic SCMs who will coach the learners, help them become more self-aware and will support them to unleash their full potential to not only achieve the best out of the course at upGrad but also in their life & career.

Roles & Responsibilities

- Resolve day-to-day queries from learners & ensure 95% ticket closure within SLA with 95% CSAT

- Actively mentor learners daily and ensure 3 hours of call time & covering 70% of your learners every fortnight

- Maintain efficient learner notes in the prescribed template

- Develop a cohort wise & learner wise mentorship plan

- Communicate with learners on weekly milestones via email, whatsapp or phone call

- Review your student engagement data and modify your mentorship plan to ensure 80%+ program completion rate

- Spend 1 hour daily on self learning & build domain expertise and career landscape knowledge

- Incorporate developmental suggestions and feedback received from management

- Be open to change and be flexible to work in roster shifts given we service US based customers

- Commit to a regular self-coaching practice

- Should be competent to handle multiple learners and help them identify their key strengths

- Should be able to give bi-monthly presentations on the updates to the management

Skills Required

- Should have strong active listening skill

- Should be able to empathize with the learners and display a non-judgemental attitude

- Should have strong English proficiency

- Should have a flair for speaking, negotiation, customer handling & manage tough situations with ease

- Should be able to write /speak simple and clean English

- High customer-centricity is a must in order to understand student expectations and support them to achieve their goals

- Should be able to learn quickly, be agile & carry the ability to develop strong subject matter expertise

- Always curious to know/learn more and have an interrogative mind Experience (Functional Competence)

- Should have a minimum experience of 4 years in customer experience / coaching/mentorship

- Should have worked with teams/projects managing customers outside of India

- Prior experience working with customers outside India would be a great plus

- Prior experience in coaching & mentoring roles would be a great plus

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