Manage student enquiries and cases through a CRM system, ensuring efficient resolution and maintaining accurate records while coordinating with internal departments.
JOB DESCRIPTIONOverall purposeThe purpose of this role is to provide effective and timely support to students by managing enquiries and cases through the CRM system, ensuring a high standard of student service and communication. The role is responsible for coordinating with internal departments, monitoring case progress, maintaining accurate records, and ensuring all student cases are resolved efficiently within agreed service timelines to support a positive student experience.Specific duties and responsibilities
- Manage and handle student cases and enquiries through the CRM system, ensuring timely and professional resolution.
- Coordinate with relevant academic and operational departments to ensure effective handling and closure of student cases.
- Monitor, track, and follow up on pending cases regularly to ensure cases progress within agreed timelines and SLA requirements.
- Maintain accurate and up-to-date case records, including student details, case titles, communication history, actions taken, and resolution outcomes within the CRM system.
- Ensure all cases are responded to and resolved within defined service timelines, escalating urgent or critical matters to the appropriate teams where necessary.
- Maintain clear and professional communication between students and internal departments to support effective case resolution and positive student experience.
- Ensure no case remains in “In Progress” status beyond the agreed operational timeline without appropriate follow-up or escalation.
- Provide regular updates and follow-up communication to students until cases are fully resolved and closed.
- Ensure accurate documentation, proper record management, and timely closure of all student cases in line with institutional procedures.
- Where students do not respond after 3–4 follow-up reminders, issue a final closure communication and close the case after 5 working days in accordance with operational guidelines.
- A degree or equivalent professional experience in higher education, student services or academic support.
- Proven experience in providing high-level administrative support within a higher education setting, including data management, process coordination, and system maintenance (e.g., Unite, student records, or CRM platforms).
- Strong administrative and organizational skills, with attention to detail in managing data.
- Proficiency in using student management systems (e.g., Unite, CRM) and Microsoft Office applications.
- Effective communication and teamwork skills, with the ability to liaise confidently with staff and students.
- Proficiency in Microsoft Office & CRM.
- Experience with digital tools that enhance student tracking, communication, and performance management.
Similar Jobs
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Supports Mastercard’s India financial institution market through customer economics analysis, financial modeling, dashboards, periodic reporting, competition benchmarking, regulatory scans, and data-driven insights for Sales and Business Development teams. The role communicates findings to internal stakeholders, gathers feedback, and helps inform commercial decisions. It requires strong analytical, financial, reporting, communication, organizational, and collaboration skills, with preferred experience in payments, banking, or financial institutions.
Top Skills:
ExcelMicrosoft Powerpoint
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Leads the strategy, roadmap, and technical requirements for AI and agentic capabilities within Mastercard’s Payment Performance Intelligence products. Partners with engineering, data science, platform, and customer experience teams to deliver GenAI chatbot and agentic services. Owns PRDs, prioritization, experimentation, user research, release planning, stakeholder alignment, customer enablement, and go-to-market support while mentoring junior product managers.
Top Skills:
Agentic AiAi ChatbotsGenerative Ai
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Designs and delivers internet infrastructure and platform solutions aligned with security, availability, and operational standards. Develops technical architecture documents, logical flows, and system requirements; collaborates with application teams, engineers, users, and stakeholders. Resolves infrastructure performance and availability issues, performs tuning and capacity planning, evaluates emerging technologies, supports regional projects, and manages internet infrastructure components, failover, disaster recovery, routing, and production stability.
Top Skills:
Application ServersCloud InfrastructureFirewallsInternet SecurityLoad BalancersMicrosoft VisioOperating SystemsRouting TechnologiesWeb Servers
What you need to know about the Mumbai Tech Scene
From haggling for the best price at Chor Bazaar to the bustle of Crawford Market, the energy of Mumbai's traditional markets is a key part of the city's charm. And while these markets will always have their place, the city also boasts a thriving e-commerce scene, ranking among the largest in the region. Driven by online sales in everything from snacks to licensed sports merchandise to children's apparel, the local industry is worth billions, with companies actively recruiting to meet the demands of continued growth.
