Help Desk Specialist

4 days ago

Chennai, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 8,00,000 - ₹ 10,00,000
Customer Support Role

We are seeking a dedicated and enthusiastic customer support professional to join our team.

Job Responsibilities:
  • Respond promptly and effectively to customer inquiries through various channels, including email and phone.
  • Provide accurate information about company policies and procedures, maintaining a high level of professionalism and empathy in all interactions.
  • Proactively reach out to customers to understand and address their concerns, monitoring and evaluating customer feedback and ratings to identify areas for improvement.
  • Address and resolve customer complaints and concerns, focusing on achieving high Customer Satisfaction (CSAT) scores.
  • Stay up-to-date with company course offerings, updates, and promotions, continuously educating yourself about the online education industry and relevant trends.
  • Collaborate closely with the product team to address gaps based on customer feedback, maintaining clear and effective communication with customers, colleagues, and other teams.
  • Provide regular updates to customers about the status of their inquiries or issues, conducting quality checks on interactions to ensure consistent service quality.
  • Manage workload efficiently, prioritizing tasks to meet or exceed established service level agreements (SLAs) and response times.
  • Keep accurate records of customer interactions, issues, and resolutions, generating reports on support-related metrics.
  • Participate in ongoing training and development programs to enhance product knowledge and customer service skills, sharing knowledge and best practices with fellow support agents.
  • Provide insights and feedback to improve product features and user experience, ensuring adherence to company policies and industry regulations.
Requirements:
  • Candidates with minimum 1 year of experience.
  • Bachelor's degree in business administration or relevant field.
  • Excellent English communication skills (both written and spoken).
  • Proficiency in Google Sheets and Docs and customer support software.
  • Outstanding written and verbal communication skills.
  • Good understanding of management practices and techniques.

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