Operations Associate

Name of Profile:Associate Operations Location:Remote JobRole & Responsibility for SST Associate1. Student Query Resolution Respond to student and parent queries across all channels (calls, emails, chats, WhatsApp) within the defined TAT (Turnaround Time). Maintain a First Response Time (FRT) under [X] minutes for live channels. Achieve a query resolution rate of 95%+ with minimal escalations.2. Refund & Retention Support Process refund requests according to company policies Assist the Refund & Retention Manager by engaging students/parents to reduce dropouts. Offer alternate solutions such as course transfers or support assistance before initiating a refund.3. Batch & Access Management Ensure timely onboarding and access setup for students on learning platforms. Handle escalations related to missing access, incorrect batch mapping, or technical issues. Collaborate with the Tech/Admin team to resolve access issues within SLA.4. Communication Handling Update students and parents about batch schedules, live classes, assessments, and mentor sessions. Ensure accuracy and clarity in communication while following SOPs. Share updates in Hinglish/English based on audience preference.5. Helpline Performance Management Maintain daily logs of inbound/outbound calls and resolution status. Meet daily/weekly targets for call handling and follow-ups. Ensure a professional tone and empathetic approach during interactions.6. Feedback Collection & Reporting Collect feedback from students and parents on their learning experience. Identify recurring issues and share insights with the operations or product teams. Maintain a log of concerns, feedback types, and solutions offered.7. Internal Coordination Collaborate with the Mentor, Academics, Design, Communication, and Tech teams for student support cases. Ensure timely execution of campaigns, announcements, and resolution loops. Attend daily huddles and update progress or blockers proactively.8. Documentation & CRM Updates Accurately log all interactions in the CRM system or internal dashboards. Tag and categorize tickets properly for better tracking and analysis. Maintain a knowledge base or FAQs to reduce repetitive queries.9. Adherence to SLA & Quality Standards Meet response and resolution time KPIs as defined by the team. Maintain CSAT (Customer Satisfaction Score) of 4.5/5 or higher. Participate in periodic training sessions to enhance quality.10. Process Improvement Contribution Identify process gaps from student queries and suggest improvements. Participate in monthly review meetings to discuss case studies or escalations. Support pilots or test cases for new process implementations.Interested candidates can mail us

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