Telecalling Executive

Key Responsibilities As a Student Support Officer , you will be responsible for connecting with prospective students, understanding their study-abroad interests, generating counselling opportunities, maintaining consistent follow-ups, and supporting the organization in achieving admission and enrolment targets. 1. Student Calling & Lead Engagement Make approximately 100 to 150 outbound and inbound calls daily to prospective students. Handle fresh leads, follow-up leads, campaign leads, referral leads, and other assigned student enquiries. Communicate with students professionally and understand their study-abroad interests. Maintain consistent follow-ups with prospective students until the next stage is completed. Reconnect with no-response and pending leads as per the defined follow-up process. Ensure every student receives timely communication and proper guidance. 2. Lead Qualification Understand the student’s academic background, preferred destination, course interest, intake, budget, and current status. Ask relevant screening questions to understand student suitability. Identify interested and eligible students and convert them into qualified counselling opportunities. Update lead status accurately after each interaction. Ensure only genuine and relevant leads are moved to the counselling stage. Highlight priority or high-potential students to the concerned team. 3. Counselling Appointment Generation Generate student walk-ins, Zoom consultations, and counselling appointments. Coordinate appointments with the respective Destination Counsellors. Confirm counselling schedules with students and provide necessary appointment details. Conduct reminder calls/messages before scheduled counselling sessions. Track attended, rescheduled, cancelled, and missed appointments. Follow up on missed counselling appointments and attempt to reschedule. 4. Study Abroad Information & Guidance Provide basic information about universities, colleges, courses, study destinations, intakes, and overseas education opportunities. Explain available university programs and their key benefits to prospective students. Guide students on the next steps required for counselling and profile evaluation. Share accurate information only as per approved company and university updates. Avoid providing incorrect or unverified admission or visa-related information. Redirect detailed academic, admission, or visa queries to the respective specialist/counsellor. 5. Follow-up & Conversion Management Conduct strong and consistent follow-ups with all assigned leads. Follow up based on student interest level, counselling status, intake, and next action. Maintain proper next-follow-up dates and remarks. Identify the reasons for student drop-offs or lack of response. Work towards improving lead-to-counselling conversion. Support counsellors by maintaining communication with interested students wherever required. 6. CRM & Data Management Maintain accurate records of all calls, student interactions, follow-ups, and outcomes. Update CRM and internal tracking sheets on time. Record correct lead status, remarks, next action, counselling status, and follow-up date. Avoid duplicate, incomplete, or incorrect lead updates. Ensure all assigned leads are updated before the end of the working day. Maintain proper data confidentiality and professional handling of student information. 7. Coordination with Destination Counsellors Coordinate with Destination Counsellors for student profiling and further guidance. Share complete and accurate lead details while handing overqualified students. Obtain feedback from counsellors on student status and counselling outcomes. Follow up internally on pending student cases wherever required. Ensure smooth movement of students from calling to counselling. Maintain proper communication between the Student Support and Counselling teams. 8. Lead Generation & Prospecting Support Participate in approved lead-generation and student engagement activities. Support campaigns, webinars, events, education fairs, seminars, and promotional activities when required. Contact leads generated through marketing campaigns and events. Conduct timely follow-up on event-generated enquiries. Support student database calling and reactivation campaigns. Identify referral opportunities from interested students wherever applicable. 9. Student Relationship & Service Quality Maintain polite, professional, and student-friendly communication. Build trust with students through timely responses and consistent support. Listen carefully to student concerns and provide appropriate next steps. Maintain a positive student experience throughout the initial enquiry stage. Handle objections professionally and escalate complex concerns when required. Avoid making false commitments regarding admissions, scholarships, visa approval, or outcomes. 10. Performance & Productivity Achieve assigned daily, weekly, and monthly calling targets. Achieve required lead qualification and counselling appointment targets. Maintain expected call quality and productivity levels. Meet monthly KPIs related to student engagement and conversion. Attend performance reviews and coaching sessions. Implement feedback received from the Team Lead or Reporting Manager. Continuously improve communication, follow-up, and conversion skills. 11. Reporting Prepare and update daily, weekly, and monthly performance reports. Track: Calls completed Students contacted Follow-ups completed Qualified leads Counselling appointments Walk-ins No-response cases Pending follow-ups Counselling attendance Conversions Ensure reports are accurate and submitted within the defined timelines. Highlight major lead issues or pending cases to the Reporting Manager. 12. Training & Knowledge Updates Attend regular product, destination, univ