About The Role

Job Purpose

The role serves as a critical support function in the pre-sales process by assisting Authorized Enrollment Partners (AEPs) through effective student counseling and administrative coordination. The incumbent is responsible for enabling the sales team’s effectiveness by providing timely information, guiding prospective students through program details, and ensuring smooth execution of key enrollment and service-related strategies.

Key Responsibilities

AEP Coordination & Sales Enablement

Act as the primary point of contact for all AEPs and support them in student engagement activities.
Counsel prospective students on program offerings and admission requirements.
Provide ongoing product and process training to AEP counsellors to ensure accurate representation of programs and services.
Audit AEP processes including monitoring call quality and compliance.
Coordinate and resolve AEP and student queries related to admissions, documentation, and escalated cases.
Assist AEPs with lead nurturing and ensure timely follow-up and conversion support.
Maintain up-to-date knowledge of institutional policies, academic guidelines, and admission protocols.

Lead Management

Allocate leads to AEPs based on predefined allocation criteria in coordination with Territory and Area Managers.
Ensure adherence to service level expectations, including maintaining a lead response TAT of 20 minutes.
Manage walk-in enquiries and provide direct counseling support at Learning Centers.
Follow up on unresolved leads and ensure conversion pipeline is monitored effectively.

MIS & Reports

Maintain and analyze lead and admissions data in Salesforce CRM.
Track student inquiries, generate MIS reports, and highlight trends and performance metrics for internal review.
Monitor follow-ups and resolution timelines to ensure process efficiency and lead tracking accuracy.

Stakeholder Collaboration

Liaise with internal departments (Academics, Operations, Marketing, IT, etc.) to address cross-functional issues impacting student onboarding or AEP engagement.
Support institutional initiatives, process improvements, and compliance measures through regular collaboration.

Requirements- Skills & Competencies

Strong communication and interpersonal skills
Counseling and problem-solving abilities
Stakeholder management and coordination
Proficiency in CRM tools (Salesforce preferred), MS Office Suite
Attention to detail, process orientation, and multitasking
Ability to work independently and as part of a team
High customer-centric approach with time management skills

Requirements- Education & work experience

Graduate/Postgraduate in any discipline.
Relevant experience of at least 5-7 years of work experience in student counseling, education sales/support, or AEP/partner management.
Familiarity with distance/online education processes will be an added advantage.