Toppr Academic Counsellor Interview: Rounds, Questions and Preparation

What the job involves

An Academic Counsellor in Edtech works directly with students and parents to guide them on course selection, learning plans, and exam preparation. Day to day, you handle inbound and outbound calls, conduct counselling sessions, explain product offerings, and support students through their learning journey to ensure retention and satisfaction. You also coordinate with sales, product, and academic teams to resolve queries and meet enrolment targets.

Role and Technical Knowledge

1. 1

   What do you understand about the day-to-day responsibilities of an Academic Counsellor in an edtech company?

   Cover lead engagement, counselling students and parents, explaining course features, follow-ups, and meeting enrolment or retention targets. Mention coordination with academic and sales teams.

2. 2

   Explain the difference between a learning app's adaptive practice and a live class. When would you recommend each to a student?

   Adaptive practice is self-paced, personalised, and good for revision and weak areas. Live classes offer real-time interaction, doubt-solving, and structure. Recommend based on student's schedule, learning style, and exam timeline.

3. 3

   How would you explain the benefits of a test series with analytics to a parent who thinks it is just more practice?

   Highlight that analytics show strengths, weaknesses, time management, and rank prediction. Emphasise how it saves time by focusing on weak topics and builds exam temperament.

4. 4

   What are some key metrics an Academic Counsellor is measured on?

   Mention conversion rate, lead-to-call ratio, student retention, renewal rate, customer satisfaction (CSAT), and average handling time. Show awareness that both sales and service matter.

Practical Scenarios

1. 5

   A student says they are interested but their parents are not convinced about online learning. How do you handle this?

   Show empathy, ask about specific concerns (cost, effectiveness, screen time), and offer a trial or demo. Suggest a joint call with parents to address doubts with data and testimonials.

2. 6

   You have 50 leads to call in a day, but only 20 answer. How do you prioritise and still meet your target?

   Prioritise hot leads and follow-ups first, use WhatsApp or SMS for non-responders, and batch calls by time zones. Track outcomes and adjust script or timing based on response rates.

3. 7

   A student who enrolled two weeks ago says the course is not helping and wants a refund. What do you do?

   Listen without defensiveness, ask what specifically is not working, and offer solutions like a mentor call, different batch, or additional resources. Escalate if needed and document the feedback.

4. 8

   How would you counsel a student who is confused between preparing for board exams and competitive exams like JEE or NEET?

   Assess their current preparation level, time available, and goals. Suggest an integrated plan that covers board syllabus and competitive topics together, and recommend a structured timetable with regular assessments.

Behavioural and HR

1. 9

   Tell me about a time you convinced someone to do something they were initially hesitant about.

   Use STAR format: situation, task, action, result. Highlight listening, finding common ground, and presenting benefits. Quantify the outcome if possible.

2. 10

   Why do you want to work as an Academic Counsellor in an edtech company?

   Connect personal interest in education and helping students with the role's blend of counselling and sales. Mention the impact of edtech in making quality learning accessible.

3. 11

   How do you handle rejection or a day when most of your calls do not convert?

   Show resilience and a learning mindset. Talk about reviewing call recordings, seeking feedback, and focusing on controllable actions like call quality and follow-up.

4. 12

   Describe a time you had to learn something new quickly to help someone else.

   Pick an example where you researched a topic, practised, and then explained it clearly. Emphasise curiosity, self-learning, and empathy for the other person's needs.

Company and Sector Awareness

1. 13

   What do you know about the edtech sector in India and its current challenges?

   Mention growth in online learning, competition, need for hybrid models, and challenges like retention, trust, and affordability. Show awareness of both opportunities and pitfalls.

2. 14

   If you were to counsel a student for a company like Toppr, what would you highlight about its offerings?

   Focus on adaptive learning, doubt-solving, test series, and personalised paths. Avoid claiming specific features as facts; instead, say you would research the product and align benefits to the student's needs.

3. 15

   How would you keep yourself updated on exam patterns and syllabus changes?

   Mention official exam websites, teacher networks, edtech blogs, and internal training. Show that you would verify information before sharing with students.

4. 16

   What role does feedback from students play in improving an edtech product?

   Explain that feedback helps identify gaps in content, features, and teaching methods. As a counsellor, you would document and share insights with product and academic teams to drive improvements.