Process Associate Internship

Selected intern's day-to-day responsibilities include:

1. Maintain good relationships with students & parents so that the business can maximize the value of those relationships
2. Work as a student/teacher representative who is genuinely excited and confident to help parents/teachers resolve their queries in a new-to-the-world online platform
3. Manage class rescheduling requests and handle database and coordinate with the tech team to execute this in the backend to manage ongoing classes
4. Make daily trackers for student/teacher operations team as well as manage daily inbound/outbound email flow
5. Communicate with customers via phone and email
6. Participate in one-on-one discussions with parents, students & counselors to explain the product value and take their feedback and suggestions
7. Understand the problems and challenges of the parents, students & counselors, and identify ways the business could better address those needs
8. Ensure TAT of query response at 4 hours and that of query resolution at 24 hours
9. Seek opportunities to cross-sell or upsell by pitching different available solutions to the existing customers
10. Seek students' & parents feedback and suggestions and use that to drive product and process improvements
11. Develop and execute a strategy to meet the revenue targets set for the month
12. Ensure excellent program delivery to improve customer retention and reduce churn

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