NNIIT | Customer Support Representative

3 days ago

hyderabad, India NNIIT Full time

NNIIT is a pioneering Ed-tech start-up to empower individuals in the digital era. We are actively seeking talented individuals to join our dynamic team in Hyderabad. If you meet the qualifications and are passionate about making an impact in the Ed-tech sector, keep reading


Job Title: Customer Support Representative (Ed-tech exp. preferred)

Minimum: 6 months experience in a similar role in the K-12 segment

Pre-requisite: Laptop

Salary: ₹15,000 per month to 3LPA

Work Hours: 11 am - 9 pm

Location: Begumpet, Hyderabad - Onsite


Job Description:

Position Overview: As a Customer Support Representative in Edu Tech One-on-One Classes, you will assist in the smooth operation and delivery of high-quality educational services in a one-on-one setting. Your responsibilities will include various facets of operations management, such as scheduling, resource allocation, quality assurance, and customer satisfaction. You will work closely with educators, students, and other internal stakeholders to support the learning experience and the success of the educational program.


Key Responsibilities:

Scheduling and Resource Management:

  • Assist in coordinating and managing schedules for both educators and students, ensuring optimal utilization of time and resources.
  • Help allocate educators to students based on their expertise, availability, and student requirements.
  • Monitor and adjust schedules as needed to accommodate changes or special requests.

Quality Assurance:

  • Support the establishment and maintenance of quality standards for educational delivery, ensuring consistency and effectiveness in one-on-one teaching sessions.
  • Assist in conducting regular evaluations of educators and student performance, providing constructive feedback and support for improvement.
  • Implement quality improvement initiatives based on feedback and performance metrics.

Customer Relationship Management/Escalations Handling:

  • Act as a primary point of contact for students and their families, addressing inquiries, concerns, and requests in a timely and professional manner.
  • Build strong relationships with students and their families, fostering a supportive and engaging learning environment.
  • Collaborate with the sales and marketing teams to identify opportunities for upselling or cross-selling educational services.

Operational Efficiency:

  • Help streamline operational processes and workflows to enhance efficiency and productivity.
  • Identify areas for improvement in the delivery of educational services and implement solutions to optimize performance.
  • Monitor key performance indicators (KPIs) related to operations and take proactive measures to achieve targets and objectives.

Team Collaboration:

  • Work closely with the recruitment and training teams to onboard and develop educators, ensuring they have the necessary skills and resources to deliver exceptional educational experiences.
  • Collaborate with cross-functional teams, including technology, finance, and logistics, to support the overall success of the educational program.


Qualifications:

  • Previous experience in a similar role in the K-12 segment.
  • Excellent written and verbal communication skills.
  • Strong organizational and time management skills.
  • Outstanding interpersonal skills.
  • A willingness to learn and adapt to changing priorities.
  • Proficiency in relevant software applications, including scheduling and CRM systems.
  • Passion for education and a commitment to providing high-quality learning experiences.


Salary and Benefits:

  • Salary: ₹15,000 per month to 3LPA (when Full-time)
  • Incentives: Great incentives based on performance.
  • Growth Opportunities: Can be turned into a permanent position with a hike as per performance. Opportunity for growth and advancement, including the possibility of team leadership roles.

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