Required Skills

Insides Sales Upselling Business Development Inbound Education Industry sales

Work Authorization

  • Citizen

Preferred Employment

  • Full Time

Employment Type

  • Direct Hire

education qualification

  • UG :- - Not Required

  • PG :- - Not Required

Other Information

  • No of position :- ( 1 )

  • Post :- 5th Dec 2022


Hyderabad, Telangana, India
Job Location : Hyderabad, Telangana, India
Education/Qualification : Under Graduation

Communication Skills : Excellent English and Hindi mandatory

Job Description General Responsibilities
Under administrative leadership, it is the responsibility of the counselor to participate in the planning,
development, implementation and evaluation of counseling and student development that will result in
educational, personal and support advancement of the vision, mission and values of UPES.

Specific Responsibilities
A. Educational Counseling
• Counsel and advice students, individually, on issues related to planning an academic program,
choosing an educational or career goal.
• Providing information about various course to the students and guiding them about the best
course, which will be suitable for them.
• Counsel and advice students in making career related decisions, assist students in the use of
existing resources for learning about careers of interest to them and assist with programs and
services related to placement activities.
• Counselor is responsible for providing educational guidance and assistance for students by
planning schedules, recommending courses and determining appropriate education solutions
for different types of students.
• Helping the students understand their skill sets and provide ways to utilize it.
• Assist students in the development of their individual educational plans and goals.
• Provide individual counseling to assist students in resolving personal problems.
• Counsellors work in confidential settings with individuals who are experiencing personal
difficulties, to help them overcome their problems and to make appropriate changes to their
Mode of Communication
• Counselors would be communicating with candidates/ parents through emails, chat, phone
calls. If required, face-to-face communication can also happen with prior approval. • Counselor would primarily be responsible for end-to-end closure of leads.
• Answering incoming calls and making outbound calls to potential customers and represent
UPES as an organization, thus ensuring successful closures.
• Lead generation through inbound and outbound calls to potential customers.
• Create a sales funnel by doing appropriate follow-ups and lead nurturing.
• Captures all information according to the Standard operating procedure.
• Deliver prepared scripts that describe our work and delivery standards in order to persuade
potential customers to enroll.
• Professional representation of UPES. Ensuring high level of integrity in application of
telephone etiquettes.
• Effectively manage and resolve customer complaints.
• Work with the team in achieving organizational goals.
• Takes/ makes calls in the assigned time duration, which is 540 minutes in day (9-hour log in
time & 1-hour break). Min 480 min would be spent in customer facing/call taking unless the
agent is in OJT/Outlier Management/Attends feedback sessions or other planned activities
needing time investment.

  • Captures 100% customer information and tries to resolve the issue.
    • Logs in all cases and provides accurate information to the customer.
    • Maintains the performance parameters, which would be informed time to time and has to be
    within the compliance boundaries and to the quality standards of UPES.
    • The counselor logging hours include one-hour break. One hour break is to be utilized post
    approval or as per schedule only. The breaks are defined into different category like meal
    break of 30 minutes, 2 coffee breaks of 15 minutes each. Exceeded break may lead to the
    agent being marked half day.
    • Calls, emails, chats done by counselors are audited as per guidelines multiple times in a week.
    If the counselor fails in any audit it would lead to appropriate feedback followed by an agreed
    upon action plan for corrective /preventive actions.
    • The counselor is also given appropriate coaching and counseling when the performance is not
    trending as per process-defined norms, which are critical, process non compliances/escalations
    from TLs/ managers etc.
    • All leaves to be planned and approved by Supervisor before a counselor proceeds on any leave
    other than sick leave/emergency situations where Supervisor is kept in loop and management
    been informed through the Supervisor.

  • B. Professional Development
    • Continue to develop professional skills and knowledge.
    • Participate in planning, developing and implementing team development programs.
    C. Evaluation
    • Participate in evaluation of counseling services and programs.
    • Participate in the follow-up of students relative to educational goals. • Participate in student orientation and registration.

Company Information