The Customer Relations Executive will be responsible for managing student-related communication and resolving issues for both online and offline programs offered by Eduport. The role requires strong communication skills, attention to detail, and a student-centric approach to ensure an excellent learner experience throughout the academic journey.

This position forms a vital link between students, faculty, and internal departments to maintain Eduport’s standards of service quality, responsiveness, and professionalism.

Skills

• Communication
• Coordination
• Quality Assurance
• Reporting
• Documentation
• Problem-Solving Skills
• MS Office
• Google Workspace
• CRM
• Active Listening

Requirements

• Job Role Customer Relationship Executive
• Job Type Full Time
• Workplace Type Onsite
• Industry E Learning

Secondary locations

About

Not provided

Responsibilities

1. Student Communication & Support

• Serve as the primary point of contact for all student inquiries and concerns through calls, WhatsApp, emails, Notion, and other communication channels.
• Address and resolve student issues promptly, ensuring high satisfaction and adherence to service standards.
• Maintain clear communication with students regarding class schedules, technical issues, payments, and academic-related updates.
• Document all interactions, concerns, and resolutions in internal tracking systems for transparency and follow-up.

2. Issue Resolution & Coordination

• Coordinate with academic, technical, operations, and finance teams to ensure timely resolution of student grievances.
• Escalate complex or unresolved issues to the Head of Department for further action, following the escalation matrix.
• Track open issues and ensure proper closure with feedback from the student.

3. Quality Assurance & Feedback

• Collect and record student feedback regarding course content, faculty performance, and platform experience.
• Identify recurring issues and share insights with the QA team for process improvement.
• Support the implementation of new communication and service-quality protocols.

4. Reporting & Documentation

• Maintain updated records of student interactions, complaints, and resolutions using the prescribed tools and systems.
• Prepare daily and weekly reports on student issues, resolution timelines, and feedback trends.
• Contribute to monthly quality review meetings with data insights and improvement suggestions.

5. Process & Policy Compliance

• Adhere to standard operating procedures (SOPs) for communication, documentation, and grievance handling.
• Maintain confidentiality and professionalism in all communications with students and stakeholders.
• Ensure alignment with Eduport’s policies on student communication and escalation.

Other Requirements

• Bachelor’s degree in any discipline.
• Excellent verbal and written communication skills in English and Malayalam.
• Strong listening skills, empathy, and a problem-solving mindset.
• Ability to handle multiple communication channels simultaneously.
• Basic proficiency in MS Office, Google Workspace, and CRM or task management tools (experience with Notion preferred).
• Strong organizational and documentation skills.
• Ability to work calmly under pressure and manage time effectively.

Good to have

Not provided

About the Company

We are an Edu-Tech company based in Kerala, India, founded by alumni from prestigious institutions like NIT, IIT, and AIIMS. Our primary focus is on providing high-quality education through our online coaching center, making it an affordable E-learning platform and accessible to all. Join our Edu-Tech company as we are currently hiring talented professionals to join our team. We have exciting job opportunities available for teachers, mentors, Business Development Associates (BDA) and more. we encourage you to apply and join us on this exciting journey. Together, we can shape the future of learning. #edtech #elearning #eduport