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
Big Data • Food • Hardware • Machine Learning • Retail • Automation • Manufacturing
The role involves managing global audits, stakeholder communication, team leadership, compliance with audit KPIs, and driving continuous improvement initiatives in audit processes.
Top Skills:
AutomationData AnalyticsDigital Tools
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The Head ASP Management is responsible for procurement of ASP services, vendor relationships, contractual compliance, quality delivery, and supplier performance evaluation while driving cost efficiency and improvements in service delivery processes.
Top Skills:
AspMicrowaveOhsRan
Cloud • Information Technology • Internet of Things • Machine Learning • Software • Cybersecurity • Infrastructure as a Service (IaaS)
The Support Engineer Cloud provides solutions for customer-reported issues, ensures service level adherence, and manages software updates. Responsible for troubleshooting, maintaining stakeholder relations, and participating in sales engagements, this role demands extensive knowledge of cloud technologies and excellent communication skills.
Top Skills:
CephCloud NetworkingCloud StorageKubernetesOpenstackRedhat OpenshiftRedhat Openstack
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.
