Learning Experience Coordinator

7 days ago

Bengaluru, Karnataka, India beBeeSupport Full time ₹ 40,00,000 - ₹ 80,00,000

Job Title: Voice Support Specialist

The Voice Support Specialist plays a pivotal role in enhancing the learner experience by providing proactive onboarding and red-alert engagement. This individual is responsible for welcoming new learners with personalized calls, guiding them through account setup and initial orientation, and addressing their concerns and needs in a timely manner.

Key responsibilities include:

  • Proactive Onboarding: Greet new learners within 48 hours to facilitate a smooth transition and address any queries or concerns.
  • Red-Alert Engagement: Identify at-risk learners flagged by the system and proactively contact them to diagnose challenges and provide solutions, such as academic tips or deadline extensions.
  • Problem Resolution: Resolve learner issues related to billing, platform access, and general inquiries by collaborating with internal teams.
  • Administrative Support: Maintain accurate 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 and competencies include:

  • Excellent Communication: Possess clear, confident, and empathetic voice communication skills.
  • Problem-Solving Ability: Demonstrate the ability to understand concerns, assess needs, and act quickly.
  • Learner-Centric Mindset: Display patience and dedication to improving learner experience and outcomes.
  • Time Management: Proven ability to manage call schedules, follow-ups, and reports efficiently.
  • Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms.

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