Student Service Advocate

4 days ago

Kollam, Kerala, India beBeeSupport Full time ₹ 8,00,000 - ₹ 10,00,000

**Customer Support Specialist Role Overview**

The primary objective of this position is to provide top-notch customer service to students, ensuring their needs are met with professionalism and empathy.

**Key Responsibilities:**

1. Respond promptly and effectively to student inquiries, providing accurate information about courses, policies, and procedures while maintaining a high level of professionalism in all interactions.

2. Proactively engage with students to understand and address their concerns, monitoring and evaluating student feedback and ratings to identify areas for improvement in the support process.

3. Address and resolve student complaints and concerns, focusing on achieving high Customer Satisfaction (CSAT) scores.

4. Stay up-to-date with company course offerings, updates, and promotions, continuously educating yourself about the online education industry and relevant trends.

5. Collaborate closely with the product team to address gaps based on student feedback, maintaining clear and effective communication with students, colleagues, and other teams within the organization.

6. Provide regular updates to students about the status of their inquiries or issues, conducting quality checks on interactions to ensure consistent service quality and identifying opportunities for process improvement.

7. Efficiently manage workload and prioritize tasks to meet or exceed established service level agreements (SLAs) and response times.

8. Keep accurate records of student interactions, issues, and resolutions, generating reports on support-related metrics such as response times, resolution rates, and customer satisfaction scores.

9. Participate in ongoing training and development programs to enhance product knowledge and customer service skills, sharing knowledge and best practices with fellow support agents.

10. Provide insights and feedback to improve product features and user experience, ensuring adherence to organizational policies, guidelines, and industry regulations, and protecting sensitive student information and maintaining confidentiality.

11. Be prepared to handle crisis situations or service disruptions following established protocols and communication procedures.

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