Voice Support Specialist

4 weeks ago

Mumbai, Maharashtra, India upGrad Full time
Job Title: Voice Support Specialist - Proactive Onboarding & Red-Alert Engagement

Location: Mumbai (Marol)

Experience: 0-4 Years. Freshers are welcome to apply

Shift Details- Mon- Sat | 7 am- 4 pm | Work From Office

Job Responsibilities:

- Proactive Onboarding: Welcome new learners with a personalized call within 48 hours to guide them through account setup, platform access, and initial orientation.
- Red-Alert Engagement: Proactively contact at-risk learners flagged by the system to diagnose challenges and provide solutions, such as academic tips or deadline extensions.
- Problem Resolution: Address and resolve learner issues related to billing, platform access, and general inquiries by coordinating with internal teams.
- Administrative Support: Maintain detailed call logs and learner status in the CRM system, and participate in quality assurance assessments.
- Continuous Improvement: Provide feedback on workflows and suggest enhancements to improve the learner experience.

Required Skills & Competencies

- Excellent Communication: Clear, confident, and empathetic voice communication.
- Problem-Solving Ability: Ability to understand concerns, assess needs, and act quickly.
- Learner-Centric Mindset: Patience and dedication to improving learner experience and outcomes.
- Time Management: Capable of managing call schedules, follow-ups, and reports efficiently.
- Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms.

Desired Qualifications

- Bachelors degree in any field (preferred).
- Minimum 1-2 years of experience in voice-based support, preferably in EdTech, customer support, or student success roles.
- Experience in handling both inbound and outbound calls.
- Familiarity with escalation protocols and quality assurance practices.

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