1. Managing the customer base of 300 parents/students.
2. Responding to customer queries promptly and accurately, via phone, email, or chat.
3. Coordinating with subject teachers and students to ensure classes are conducted as scheduled.
4. Coordinating with all stakeholders as and when required for class rescheduling.
5. Gathering feedback from parents, students, and teachers to improve class functioning processes.
6. Maintaining strong relationships with students and parents, ensuring renewals, upsells, and cross-sells of Turito's products while meeting retention/renewal revenue targets.
7. Responsible for churn control and maintaining a high customer retention percentage.
8. Maintaining a tracker of ongoing and upcoming classes, along with communication logs through phone, chat, email, and other channels.
9. Adhering strictly to Turito's processes in responding to client issues.
10. Gathering customer feedback and sharing it with teachers and relevant departments for issue resolution.
11. Creating an inspiring team environment with open communication.
12. Setting clear goals, delegating tasks, and setting TAT (Turnaround Time).
13. Monitoring team performance and enabling development opportunities through participation in various initiatives.
14. Preparing development plans for team members and tracking their implementation.
15. Listening to team members' feedback and resolving conflicts, if any.
16. Suggesting and implementing team-building activities.
17. Having a customer-centric approach.
18. Working with the team on resolving customer queries promptly.
19. Conducting quality audits of existing processes and reporting process gaps to immediate managers.
Requirements:
1. Experience as a Relationship Manager in EdTech or a similar role for 3-4 years.
2. Experience using CRM tools will be an added advantage.
3. Excellent communication and problem-solving skills.
4. Multi-tasking abilities.
5. Patience when handling tough cases.
Education Qualification:
1. Graduate in any discipline with good communication and written skills.
Timings: Need to work as per the Morning/Night rotational shift
Turito is a revolutionary e-learning platform launched to make quality online education easily available to every student. Turito offers online coaching for all kinds of competitive exams, such as SAT, ACT, PSAT, subjective SAT & APs for 5th to 12th-grade students along with complete guidance in the college application process for admissions into top ivy league colleges. Bearing a highly experienced faculty (between 10-25 years) with a proven track record in teaching English, mathematics, reading comprehension, and writing skills, Turito is driven to provide the best of online education to students across the globe. We also offer online coaching for engineering and medical entrance exams like IIT JEE, NEET, and foundation courses for 4th to 12th students (CBSE, ICSE & state syllabus).
