Voice Experience Coordinator

5 days ago

Lucknow, Uttar Pradesh, India beBeeCustomerService Full time ₹ 4,00,000 - ₹ 7,00,000

Job Title: Voice Support Specialist

We are seeking an experienced professional to fill a key role in our customer support team. The ideal candidate will have exceptional communication skills, be able to handle multiple calls efficiently, and possess a problem-solving mindset.

The successful candidate will play a vital role in providing exceptional customer service and ensuring seamless learner experiences. They will be responsible for proactively onboarding new learners, addressing and resolving learner issues, and participating in quality assurance assessments.

Key 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.
  • 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.
  • Continuous Improvement: Provide feedback on workflows and suggest enhancements to improve the learner experience.

Required Skills and Qualifications:

  • 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.

Preferred Qualifications:

  • Bachelor's degree in any field.
  • 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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