Customer Service Representative

4 weeks ago

Chennai, India Chennai Chess Club Full time

The customer service representative serves as the primary bridge between parents, students, and the club — ensuring parents are informed, engaged, and satisfied with their child’s progress. They track student performance, resolve academic or operational issues, prevent dropouts, and support fee collection while proactively coordinating with coaches and the operations team.Key Responsibilities- Parent Engagement: Build strong relationships with parents, regularly check in on satisfaction, and serve as the human face of the club.- Curriculum Support: Understand the curriculum thoroughly, answer parent queries confidently, and guide them on upcoming milestones.- Progress Tracking: Monitor each student’s learning pace; escalate issues to Ops/Coaches and work on solutions where needed.- Batch Management: Assess whether assigned batches suit each student and reassign when necessary for better fit.- Parent Deliverables: Educate parents about their responsibilities (e.g., creating Lichess accounts, encouraging tournament participation) and ensure compliance.- Retention & Dropout Prevention: Spot disinterest early, understand challenges, and troubleshoot to keep students engaged.- Fee Follow-up: Reach out to fee defaulters, understand concerns, and resolve issues to ensure timely payments.- Classroom Presence: Attend assigned student sessions, observe proactively, and resolve issues that may impact satisfaction.Skills Required1. Communication & Relationship Management- Fluent in Tamil (mandatory); English preferred.- Strong interpersonal skills, empathy, and conflict resolution.2. Academic & Curriculum Understanding- Ability to explain curriculum milestones simply and clearly.- Analytical mindset to judge student progression speed.3. Problem Solving & Coordination- Skilled at identifying learning/batch/motivation issues.- Proactive in troubleshooting with Ops/Coaching teams.- Basic counselling ability to handle disengaged students.4. Organizational & Operational Skills- Strong in follow-up, tracking attendance, and reporting.- Comfortable with CRMs, spreadsheets, and student management tools.5. Sales & Retention Skills- Professional in handling fee collections.- Ability to motivate parents to support practice and tournament participation.- Retention-focused, aiming to minimize dropouts.6. General Attributes- Positive, approachable, and solution-oriented.- Attention to detail, ability to multitask.- Self-motivated; works independently and in a team.Ideal Candidate- Empathetic communicator – engages parents with confidence, clarity, and care.- Organized problem-solver – tracks progress, coordinates with teams, and resolves issues proactively.- Retention-focused professional – committed to student success, parental involvement, and smooth fee collection.

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