Calling & Student Support Executive

We are looking for a confident, dependable and empathetic Calling & Student Support Executive to manage frontline communication with DVA students and leads.

This is primarily a student calling, onboarding, support and follow-up role. The person will be responsible for proactively contacting students, helping them understand their next steps, resolving routine queries, maintaining accurate records and ensuring that pending matters are followed through until closure.

The role will also involve follow-up with interested or warm leads from time to time. However, this is not primarily a telesales or sales-closing position at the beginning.

A candidate who demonstrates strong communication, persuasion, objection-handling and conversion ability may gradually take on greater sales responsibilities and potentially move into a dedicated sales role over time.

Key ResponsibilitiesStudent Calling and Follow-up

Make outbound calls to students and leads for assigned activities and campaigns.

Call students for webinar, bootcamp, live-session, challenge and event reminders.

Confirm attendance and participation wherever required.

Follow up with students who have registered but have not completed an important next step.

Conduct callbacks and repeat follow-ups where required.

Contact inactive or disengaged students for specific reactivation activities.

Follow up for feedback, confirmations and other program-related requirements.

Understand the purpose of each calling activity instead of treating the job as merely completing a calling list.

Student Onboarding and Support

Assist students during onboarding into DVA programs, communities and platforms.

Help students understand where to access their program, sessions, groups and resources.

Handle routine queries related to schedules, joining links, registrations, program access, challenges and other operational matters.

Check whether students have joined the correct WhatsApp groups or communities.

Guide students clearly regarding the next action they need to take.

Gradually build sufficient knowledge of DVA programs and processes to resolve routine queries independently.

Route concerns to the appropriate team member wherever specialist intervention is required.

Lead Follow-up and Sales Support

Follow up with interested, warm or hot leads when assigned.

Understand the lead's requirement and current level of interest.

Answer basic factual questions regarding relevant DVA programs based on approved information.

Follow up with prospects who have shown interest but have not completed enrolment.

Help prospects complete the required next step where appropriate.

Identify high-intent prospects and coordinate with the relevant team member for further sales conversations.

Support enrollment-related follow-ups without turning every student interaction into a sales pitch.

Sales will not be the primary responsibility initially, but the candidate's ability to influence, persuade and convert will be observed as a potential future growth path.

Tracking and CRM

Maintain accurate call records, conversation notes and follow-up statuses.

Update student and lead information in Google Sheets, CRM systems and internal trackers.

Record callbacks, pending actions and commitments accurately.

Update outcomes after each meaningful interaction.

Ensure that information remains current and usable by other team members.

Maintain clear records of unresolved matters and final closure.

Identify incomplete or inconsistent information and get it corrected.

Follow-up and Closure

Track every assigned follow-up until it is genuinely completed or appropriately closed.

Ensure callbacks happen when promised.

Follow up again if the student or lead has not completed the required action.

Maintain clear visibility of open and pending matters.

Coordinate internally where another team member's intervention is required.

Verify whether the required action has actually happened rather than assuming completion.

Avoid allowing cases to remain unattended merely because the first call or message has been made.

The expected approach is

Understand → Contact → Communicate → Record → Take the next action → Follow up → Escalate where required → Close

WhatsApp and Student Communication

Communicate with students and leads through WhatsApp wherever required.

Send approved links, reminders, instructions and resources.

Follow up on WhatsApp after calls when appropriate.

Communicate respectfully, patiently and professionally.

Adapt communication to the student's situation rather than sounding mechanically scripted.

Ensure important information from conversations is captured in the relevant system or tracker.

Avoid making commitments or promises outside the person's authority.

Problem-Solving and Escalation

Understand routine student issues before escalating them.

Attempt approved basic troubleshooting or process resolution wherever applicable.

Distinguish between matters that can be handled independently and those requiring intervention.

Escalate payment, refund, technical, sensitive or exceptional issues to the appropriate person.

Provide complete context while escalating instead of merely forwarding a screenshot or message.

Mention the issue, actions already taken, current status and what support is required.

Follow up internally where necessary until the student receives closure.

Avoid making unauthorised decisions regarding refunds, discounts, special payment terms or other commercial exceptions.

Systems and Digital Tools

Work comfortably with WhatsApp and WhatsApp Business.

Use Google Sheets, Google Docs and Google Forms for routine tracking and coordination.

Work with CRM and telecalling systems used by the organisation.

Update student and lead information accurately across systems.

Use learning/community platforms and internal dashboards as required.

Learn tools such as GHL or similar CRM platforms after training.

Use ChatGPT, Claude or other AI tools for approved routine drafting, summarisation and support activities wh