Student Relations Assistant
Full time
at Revenue Cycle for Healthcare Consulting (RCH) in
Dubai, UAE
Job highlights
Posted on October 20, 2016- Professional background in
- Job level Junior/Entry Level
-
Pays salary of
AED 6,000 - AED 7,000 /month
(Fixed Salary)
Job details
Counselling
Pre course
1. Design any required reports
2. Design and document any related policies and procedures
3. Distribute, collect, analyze and report to Management on the Initial Experience Survey (IES) with recommendations
4. Follow up on implementation of IES recommendations
5. Confirm schedule to group, one week before course begins
6. Sms reminder one day prior to first class- through CRM
During course
7. Send post orientation email to group after first class
8. Manage any changes to schedule, classes, venue, books, etc and inform group
9. Manage incoming calls and all queries from clients post sale
10. Review Faculty Feedback reports, investigate and report to Management
11. Review and report to Management the key student performance metrics:
• Attendance
• Classroom participation
• Practice test attendance and scores
• Attendance in one to one doubt clearing sessions
12. Regularly meet with/solicit feedback on specific students from faculty
13. Escalate any technical issue to the related faculty and coordinate communications/meetings between student and faculty
14. Guide the students on broad study strategies
15. Give recommendations to Management for improvement based on student feedback
16. Follow up on implementation of recommendations
17. Keep detailed records of all feedback and resolution of feedback
Prepare and share the Performance Analysis Report (PAR) with HR managers
Post course
18. Guide the students on broad revision strategies and exam tips
19. Review the Overall Course Feedback (OCF), analyze these and report to Management with recommendations soon after end of each semester/batch
Customer service
1. Sort out student admin issues re: access to E Learning, class schedules etc.
2. Investigate and help in solving any other student problems
3. Suggest strategies ( incentives) to retain dissatisfied students
4. Suggest improvements in customer service and manage implementation
5. Coordination and tracking for delivery of books, follow up and ensuring delivery
6. Help invigilate during mock exams
Key Performance Indicators
Counselling
• Improvement in key student performance metrics (attendance etc.)
• Student dropout rate
• Student pass rate
Customer service
• Time taken to resolve customer complaints
• No of resolved/unresolved complaints at end of course
• No of callbacks by student on unresolved issues
• No of "Above and Beyond the Call of Duty" initiatives/events
• No of positive/negative comments in the OCF
Qualifications
• Graduate
Experience
• At least one year of experience in B2C customer service and/or counselling
Competencies
• Knowledge of common intervention strategies positive thinking, anxiety control, visualization
• Patience to work with slow students to deliver better performance
• Intermediate level proficiency with Word, Excel and PowerPoint
• Excellent spoken and written English skills
• Ability to listen well and empathize
• Able to swiftly connect with people and build strong relationships
• Persistence and focus on the task at hand
• Ability to service client requests 24/7
• Self driven: Work with minimal supervision and control
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