Customer Support Operations Manager

6 days ago

New Delhi, India NatureNurture Full time

Job Description: Customer Support Manager

Position: Customer Support Manager

Company: NatureNurture

About Us: NatureNurture is India's foremost curriculum development organization, specializing in creating comprehensive and innovative educational programs for CBSE, ICSE, IB, and Cambridge boards. Our mission is to empower learners, support teachers, and engage parents through our flagship product, the Integrated Learning Program (ILP). At NatureNurture, we believe in nurturing young minds and fostering a love for learning. Our team of experienced educators, researchers, and curriculum developers work tirelessly to create resources that are not only educational but also engaging and inspiring. We are dedicated to setting new standards in education by integrating traditional learning methods with modern pedagogical practices.

Job Overview: We are looking for dedicated and proactive Customer Support Managers who will communicate with schools on a daily basis and resolve all their challenges by working collaboratively with our team. The ideal candidate will be a strong communicator, capable of handling multiple tasks, and committed to providing exceptional support to our partner schools.

Key Responsibilities:

Daily Communication:

  • Act as the primary point of contact for partner schools, addressing their queries and concerns promptly.
  • Maintain regular communication with schools to ensure their needs are met and they are satisfied with our services.

Problem Resolution:

  • Work closely with internal teams to resolve any issues faced by schools, ensuring timely and effective solutions.
  • Document and track all customer interactions and resolutions to identify trends and areas for improvement.

Team Collaboration:

  • Collaborate with curriculum developers, operations, and sales teams to ensure a cohesive approach to customer support.
  • Participate in team meetings to share insights, updates, and feedback from schools.

Customer Relationship Management:

  • Build and maintain strong relationships with school administrators and educators.
  • Gather and analyze feedback from schools to improve our products and services.

Process Improvement:

  • Identify opportunities to streamline and improve customer support processes.
  • Implement best practices for customer support to enhance efficiency and effectiveness.

Reporting and Documentation:

  • Generate regular reports on customer support activities and outcomes.
  • Maintain accurate and detailed records of all customer interactions and issues.

Key Skills and Qualifications:

  • Bachelor’s degree in Education, Communications, Business, or a related field.
  • Proven experience in a customer support or customer relations role, preferably within the education sector.
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and manage multiple tasks simultaneously.
  • Proficiency in using customer relationship management (CRM) software and other communication tools.
  • Customer-oriented mindset with a commitment to providing exceptional service.
  • Strong organizational and time management skills.

Preferred Qualifications:

  • Experience in managing customer support for educational institutions or curriculum development organizations.
  • Familiarity with the CBSE, ICSE, IB, and Cambridge educational boards.
  • Knowledge of multiple languages is a plus.

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