Relationship Executive /Admission counsellor – Horamavu

ONLY IMMEDIATE JOINERS LOCATED IN BANGALORE NEED TO APPLY

Email CVs to: [email protected]

JOB DESCRIPTION

Primary Purpose: Be the representative/front face of the organization to the existing / potential customers thereby enabling the organization in retaining the existing and expanding its new customer base to meet its envisioned growth.

Roles and Responsibilities

Customer Relationship Management:

• Effectively address/resolve customer enquiries across mediums i.e. in-person, over the phone, email, company website etc.
• Adroitly resolve the customer queries outside the purview of the RE cell by effectively making use of Request and Complaint Management system, liaison with appropriate departments and close the concern with the customer.
• Escalate all unresolved grievances of the customer to the Centre Head for prompt resolution.
• Adroitly track all customer queries via organizational query traction mechanism like CRM etc.
• Generate customer delight by ensuring high responsiveness and closing the loop with customer on all issues and keep them updated/engaged during the process of resolution
• Efficiently guide the customer on school systems and process and ensure that the repository of updated information is available at all point in time
• Ensure ambient and customer friendly environment of the lobby area with assistance from the admin department
• Adroitly handle irate parents and ensure that each customer interface ends at customer delight as far as possible
• Adroitly be ready and facilitate the information of all elements pertaining to a childs life cycle in the school as well as post school activities, summer camps etc.
• Be a central point of contact for all Leave Certification Request i.e. Verification if LC request forms, Request Generation, Intra department liasioning etc.

Sales and Marketing:

• Pre-sales : Efficiently manage the pre-sales process like; keeping a track on all leads whether from web, telephone, walk-ins etc and participate in planning of activities like society camps or mall activities, pre-school tie ups, corporate tie ups.
• Adroitly handle the entire sales process for potential customers from first interface to closure, thus positive augmenting the conversions from walk-in to admissions.
• Contact potential customers, discuss their requirements and present the VIBGYOR brand in order to commensurate the customer needs
• Be an active team member in achieving the annual admission targets & objectives in line with the Organization Admission Target Plan
• Initiate and participate in Marketing Initiatives to create brand awareness and promote the USPs like Summer Camps, Day Care, PSA activities etc.
• Efficiently maintain the upkeep all the elements of the discovery room
• Conduct Campus tour to all customers/parents for Experiential Marketing.
• Counselling the potential customers/parents on the child psychology and how our VARK methodology of learning assists in childs development.

Administrative Responsibilities

• Record all admission registration on Lead Management System/MIS tracker as per the Process guidelines
• Maintain updated records of all the customer grievance handling in the CRM.
• Maintenance of data completion and accuracy.
• Be an aid to the Child interaction and Competency Test process with the respective Coordinators and Centre Head where ever required.
• Work closely with the Centre and Zonal Marketing Team for any updates/ intimations.
• Timely reporting of the internal generated reports e.g. Customer Enquiry and Follow up trackers to the Zonal Marketing and CO marketing team basis the internal agreed turn around time.
• Scrutinize and maintain records for all admission forms and documents.
• Be an effective planner and organise the day to ensure all opportunities are maximised
• Be an active participant in School events like; VIVA, Coffee Meet etc.

Enhance Business Acumen:

• Assimilate and consistently enhance knowledge on Policies / Procedures /Systems and tools for the Centre/Organization
• Be apprised on the new USPs being introduced in the organization and ensure it is cascaded across the Relationship Officers of the team
• Being aware of the past sales trends and records and consistently upgrade ones understanding

Work Relations:

Internal:

• Reporting to the Relationship Officer of the centre functionally.
• Reporting to the Centre Head for all administrative issues.
• Interfacing with all Centre Relationship Management Team and Zonal Marketing team for any updates and intimations
• Interfacing with all departments Academic /Non-Academic for any operational issue/s.

External:

• Interface with potential and existing customers.
• Interface with external vendors

Span of Control:

• Individual Contribution Role

Financial decision making:

• Procurement Decision: N.A.
• Reimbursement Decision: N.A.

Qualification:

• Graduate/Post Graduate in any discipline preferably in Business Administration or Marketing

Experience:

• (1-5yrs) with prior work experience in Education and Marketing space.
• Teachers interested in this role can also apply.

Expected Competencies:

• Strong conviction skills
• Ability to manage multiple tasks/processes.
• Ability to prioritise workload; work effectively under pressure and stringent deadlines
• Ability to present, discuss and respond to customer enquiries
• Strong understanding of business concepts & dynamics of the organization
• Exceptional time management skills and strong attention to detail
• Strong customer oriented approach , articulate and friendly personality
• Strong Communication Skills & Telephone Etiquette
• Demonstrated track record of initiative, creativity and motivation
• Highly flexible, resilient and zest to work in ambiguous work environment

Proficiency Grid:

ERP & Admission Data & Filing – Basic

Communication Skills & Telephone Etiquette – Specialist

Administrative and Managerial – Average

Trainer – Average

Academic Knowledge – Specialist

Orator- Specialist

Policies & Procedures – Average

Salesmanship – Specialist

Personality – Average

Events and school activities in-depth Knowledge – Specialist

Email CVs to: [email protected]