Customer Support Specialist
3 days ago
As a Customer Support Specialist, you will be responsible for handling refund-related emails with empathy, understanding, and a calm demeanor. Your role will involve familiarity with our company's refund policy and the end-to-end student journey. You will engage with students to understand their concerns, strive to retain them, and coordinate with course anchors and other team members to address issues effectively. Additionally, you will be involved in preparing compliance reports, maintaining sheets, conducting audits, and other miscellaneous tasks as required.
Key Responsibilities:
Refund Management:
- Respond to refund-related emails promptly, demonstrating understanding and empathy towards students' concerns.
- Familiarize yourself with the company's refund policy and ensure adherence to it in all interactions.
- Guide students through the refund process while exploring opportunities to retain them within the company's ecosystem.
Student Engagement and Retention:
- Connect with students in a calm and understanding manner to comprehensively understand their issues.
- Work proactively to retain students by offering solutions and alternatives tailored to their needs.
- Collaborate with course anchors and relevant team members to address student concerns and enhance their overall experience.
Coordination and Communication:
- Act as a liaison between students and internal teams, effectively communicating issues and facilitating resolutions.
- Coordinate with course anchors and other departments to ensure timely and satisfactory resolution of student queries and complaints.
- Maintain clear and professional communication with students and team members throughout the resolution process.
Compliance Reporting and Documentation:
- Prepare compliance reports as required, ensuring accuracy and completeness of data.
- Maintain organized and up-to-date sheets and documentation related to refund requests and resolutions.
- Assist in conducting audits to ensure adherence to company policies and procedures.
Miscellaneous Tasks:
- Undertake additional tasks and projects as assigned by the management, demonstrating flexibility and adaptability.
- Continuously seek opportunities for process improvements and contribute ideas to enhance customer satisfaction and operational efficiency.
Qualifications and Skills:
- Bachelor's degree in a relevant field or equivalent practical experience.
- Proven experience in customer support or a related role, preferably in a service-oriented industry.
- Excellent communication skills, both written and verbal, with a strong emphasis on empathy and active listening.
- Ability to remain calm and composed under pressure, particularly when dealing with escalated customer issues.
- Strong organizational skills with the ability to manage multiple tasks simultaneously and prioritize effectively.
- Proficiency in using customer support software and tools, as well as Microsoft Office Suite or similar programs.
- Attention to detail and a commitment to maintaining accurate records and documentation.
- Collaborative mindset with a willingness to work closely with cross-functional teams to achieve common goals.
Note: This job description is intended to outline the general nature and level of work expected of a person assigned to this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required
About our Company
ADDICTIVE LEARNING TECHNOLOGY LIMITED is a listed company focussing on talent arbitrage (i.e. remote work) opportunities for Indian professionals across diverse professional and educational backgrounds.
We believe that the next wave of economic growth will be generated from export of services and upskilling professionals for a post AI world.
What Infosys did for IT & ITeS, we are doing for any exportable service.
We are enabling Indians to work directly for US employers and clients across finance, content writing, social media, law, compliance, virtual assistant and other verticals.
We cater to learner categories across 10+ verticals.
Our mission is to enable service professionals across India to benefit from the export of services revolution as India progresses to generate USD 1 trillion revenues by 2030.
Our content is top-notch & future defining - 70% of our learners are above the age of 30, and our promise to them is that if they follow our guidance and direction and invest 2 hrs/day, they should be able to get new jobs that pay 30%-100% more or start earning 1-2 lakhs per month of additional income through remote work in 6-12 months.
Now, our growth hinges on identifying new career opportunities in which talent arbitrage and services exports are possible.
Here is what is different about us:
- Fully remote, work from anywhere in the world
- Work with an international team
- Only your work delivery matters, zero politics
- We share equity with our best talent so you can generate wealth and not just draw a salary
- Fast growth opportunities for those who are committed to results and top notch incentives
- 5 days working (40 hours a week)
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