Customer Support Associate

14 hours ago

Kozhikode, Kerala, India beBeeCustomerSupport Full time ₹ 50,00,000 - ₹ 80,00,000

Job Title: Customer Support Associate

We are seeking a dedicated & enthusiastic support professional to provide exceptional service to our students.

Key Responsibilities:

  1. Respond promptly and effectively to student inquiries through various channels including email, phone, and chat.

  2. Provide accurate information about courses, policies, and procedures while maintaining a high level of professionalism and empathy in all interactions with students.

  3. Proactively reach out to students to understand and address their concerns. Monitor and evaluate student feedback and ratings to identify areas for improvement in the support process.

  4. Address and resolve student complaints and concerns in a timely and satisfactory manner.

  5. Stay up-to-date with the company's course offerings, updates, and promotions.

  6. Collaborate closely with the product team to address gaps based on student feedback and maintain clear communication with students, colleagues, and other teams.

  7. Provide regular updates to students about the status of their inquiries or issues and conduct quality checks to ensure consistent service quality.

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

  9. Keep accurate records of student interactions, issues, and resolutions and generate reports on support-related metrics.

  10. Participate in ongoing training and development programs to enhance product knowledge and customer service skills and share knowledge with fellow support agents.

  11. Ensure adherence to company policies, guidelines, and industry regulations and protect sensitive student information.

  12. Be prepared to handle crisis situations following established protocols and communication procedures.

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