Customer Experience Representative

2 weeks ago

Mangalore, Karnataka, India beBeeSupport Full time ₹ 6,00,000 - ₹ 12,00,000
Customer Support Associate

We are seeking a dedicated and enthusiastic individual to fill the role of customer support associate.

Key Responsibilities:

  • Respond promptly and effectively to student inquiries through various channels.
  • Provide accurate information about courses, policies, and procedures while maintaining professionalism and empathy in all interactions.
  • Proactively reach out to students to understand and address their concerns. Monitor and evaluate student feedback and ratings to identify areas for improvement.
  • Address and resolve student complaints and concerns while focusing on achieving high Customer Satisfaction (CSAT) scores.
  • Stay up-to-date with relevant industry trends and continuously educate yourself about the online education field.
  • Collaborate closely with the product team to address gaps based on student feedback.
  • Communicate clearly and effectively with students, colleagues, and other teams within the organization.
  • Provide regular updates to students about the status of their inquiries or issues.
  • Conduct quality checks on interactions with students to ensure consistent service quality.
  • Manage workload efficiently and prioritize tasks to meet or exceed established service level agreements (SLAs) and response times.
  • Keep accurate records of student interactions, issues, and resolutions.
  • Generate reports on support-related metrics such as response times, resolution rates, and customer satisfaction scores.
  • Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
  • Share knowledge and best practices with fellow support agents and collaborate with cross-functional teams to ensure a seamless customer experience.

Required Skills and Qualifications:

  • 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.

Benefits:

This role offers opportunities for growth and development in a dynamic and supportive environment.

Others:

The ideal candidate will have a minimum of 1 year of experience and a Bachelor's degree in business administration or a relevant field.

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