Customer Support Apprentice

3 days ago

pune, India Amber Full time

The Apprenticeship will have a fixed stipend of 15,000. The role is on-site based out of Pune.


About Amber (

Long-term accommodation booking platform for students (think booking.com for student housing). Amber helps 80M students worldwide , find and book full-time accommodations near their universities, without the hassle of negotiation, non-standardized and cumbersome paperwork, and broken payment process. We are the leading student housing platform globally, with 1M+ student housing units listed in 6 countries and across 80 cities . We are growing rapidly and targeting $1B in annual gross bookings value by 2024. Amber raised $18.5M from Marquee investors like Gaja capital



If you are passionate about making international mobility and living, seamless and accessible, then - Join us in building the future of student housing


We're looking Customer Support Apprentice who can assist us in proving our customers with resolutions and resolve their queries.


Responsibilities:

  • Respond promptly and professionally to incoming customer inquiries via email, phone calls, and chat.
  • Manage large amounts of incoming calls, chats, and emails effectively.
  • Identify and assess customers' needs to achieve satisfaction.
  • Maintain updated knowledge of the organization's products, services, and customer service policies across all communication channels.
  • Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
  • Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
  • Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits.
  • Participate in training opportunities provided by the organization to enhance customer service skills.
  • Establish and maintain good rapport with customers by using positive language, anticipating their needs, and providing appropriate solutions.
  • Assign tickets to respective associates/managers and follow up on their resolution.
  • Highlight discrepancies caused by associate negligence and take appropriate action to rectify them.
  • Be responsible for closing all tickets within the assigned timeline and maintain necessary SLAs for the smooth functioning of the department.
  • Take total accountability for Customer Satisfaction (CSAT) across all communication channels.

Skills Required:

  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills, both written and verbal.
  • Ability to multitask, prioritize, and manage time effectively.
  • Friendly and welcoming manner with clients and other members of the customer service team.
  • Ability to explain complex concepts in a clear, simple manner to customers.
  • Strong command of written and verbal English.
  • Ability to maintain a calm and polite manner in stressful situations.
  • Patience when handling tough cases.
  • Familiarity with the industry is a plus for chat support roles

What will you get from amber:

  • Fast-paced growth (can skip intermediate levels)
  • Total freedom and authority (everything under you, just get the job done)
  • Amazing work culture (Our Glassdoor ratings are a proof) Fair compensation (Stipend)

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