Call Centre Agent

2 weeks ago

Bengaluru, India Rocket Learning Full time

**Job Description: Call Centre Agent**

Rocket Learning (RL) is a high-growth ed-tech non-profit on the mission to catalyse early childhood education and community engagement in India. We work with the central government and state governments to impact over 1mn children. Established by a passionate founding group (IIT, IIM, HBS, Rochester, MBB, start-up alumni) Board and backed by reputed funders, we are a diverse team of passionate, energetic and optimistic folks with a shared ambition of transforming India’s education system.

**Key Attributes**
- Ability to communicate fluently and effectively in Hindi
- Working knowledge of Google Sheets/Excel and Google Docs/Word
- Excellent communication and presentation skills
- Prior call centre or outbound calling experience is preferred but not mandatory
- Previous CRM experience is preferred but not mandatory
- Open to working from the office (Monday to Saturday)

**Key Activities**
- Handle 70+ calls daily for customer onboarding, activation, and engagement
- Follow the calling script to analyse the customers’ needs, identify issues, and provide solutions
- Track daily updates on calls and messages from different channels and maintain a detailed record of all interactions and actions
- Maintain a humble and empathetic attitude towards low-income smartphone users and solve their issues using our product
- Meet personal targets and contribute effectively to team targets
- Coordinate with team members to discuss and escalate specific customer queries

**Key Results**
- Establish trust and relationship with our users
- Ensure a smooth onboarding experience for our users
- Increase customer activation and engagement in parent and teacher groups
- Meet customer onboarding and activation targets, for example, the number of calls per day, the number of parents activated, etc.

**Critical Factors for Success**
- Seamless communication with your managers and colleagues
- Close alignment with RL's core values and principles
- Mission-driven, enthusiastic and optimistic, and committed to transformation
- Ability to handle and solve multiple problems in a high growth, entrepreneurial environment enjoyably

**Note**: We are an equal opportunity organisation and will preferentially hire women/ LGBTQ/ Dalit/Bahujan/ Adivasi/

**Salary**: ₹22,000.00 - ₹25,000.00 per month

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service (preferred)

**Language**:

- Hindi (preferred)

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