Website:
nextnation.co
Job details:
About The Role
We are looking for a proactive and detail-oriented Operations Executive to manage the end-toend customer journey. The ideal candidate will act as the primary Point of Contact (POC) for assigned customers while ensuring smooth academic operations, timely communication, and an excellent learning experience.
Key Responsibilities
- Customer Relationship Management (POC)
- Act as the single point of contact for assigned customers throughout their program.
- Conduct onboarding sessions and guide customers through the learning process.
- Resolve customer queries and coordinate with internal teams for timely resolution.
- Build strong relationships with customers and ensure high engagement.
- Track customer progress and proactively follow up on pending activities.
- Handle escalations professionally and ensure timely closure.
- Academic Operations
- Coordinate batch creation, customer allocation, and class scheduling.
- Monitor attendance, assignments, mock tests, and overall academic progress.
- Coordinate with trainers regarding customer performance and academic concerns.
- Manage batch transfers, leave requests, and session rescheduling.
- Ensure study materials, recordings, and LMS access are provided on time.
- Prepare academic reports and maintain accurate customer records.
Operations & Coordination
- Coordinate with Sales, Finance, Visa, and Placement teams for seamless customer
support.
- Maintain operational trackers and update CRM/LMS regularly.
- Ensure all customer documentation is complete and up to date.
- Monitor customer satisfaction and collect regular feedback.
- Support process improvements to enhance operational efficiency.
- Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- Attendance & Engagement Rate
- Query Resolution Turnaround Time (TAT)
- Assignment & Assessment Completion Rate
- Batch Management Accuracy
- Escalation Resolution Time
- Customer Retention Rate
- Data Accuracy in LMS/CRM
Required Skills
- Excellent verbal and written communication.
- Strong organizational and multitasking abilities.
- Problem-solving and conflict resolution skills.
- Proficiency in Microsoft Excel/Google Sheets.
- Ability to work in a fast-paced environment.
- Strong attention to detail and ownership mindset.
Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in Operations, Academic Coordination, Customer Success, or
Customer Support.
- Experience in EdTech, Training, or Education is preferred
Skills: lms,operations,customer relationship management,crm
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