Customer Support Associate

5 months ago

Ahmedabad Gujarat, India EDUCATION CENTRE OF AUSTRALIA Full time

**Customer Success Specialist**

This role acts as the primary point of contact for the ECA's agents and connect customers with specific teams to address specific requests. As a Customer Support Assistant, you will work with customers directly to manage client relationships, opportunities or issues.

**Objectives of this role**
- Own the entire relationship with assigned clients, including training and performance management.
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of the partnership.
- Develop and maintain customer-success strategies and best practices, as well as customer-support content.
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
- Maintain existing customer-success metrics and data as directed.

**Responsibilities**
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
- Facilitate interaction and workflow among different team members to optimize the process.
- Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
- Prepare documentation or visuals of campaign performance for client; analyze trends in conversion scores to identify areas for improvement.
- Work with sales and marketing teams to boost agent referrals and develop case studies.

**Required skills and qualifications**:

- Two to five years of experience in Customer Success, Higher-Ed Counselling, Account Management or Sales in Higher-Ed.
- Strong skills in verbal and written communications, strategic planning, and knowledge about International Education.
- Analytical and process-oriented mindset.
- Ability to work effectively across multiple departments.
- Active team player, self-starter, and multitasker who can quickly adjust priorities.

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹20,000.00 - ₹25,000.00 per month

Schedule:

- Day shift
- Fixed shift
- Morning shift

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 1 year (required)

**Language**:

- English (required)

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