Help Desk Professional

1 week ago

Vizag, Andhra Pradesh, India beBeeCustomerService Full time ₹ 10,00,000 - ₹ 15,00,000
Customer Support Specialist Job Description

We are seeking a dedicated and enthusiastic individual to fill the role of Customer Support Specialist. As a key member of our team, you will be responsible for providing exceptional support to our customers through various channels.

Key Responsibilities:

We at LawSikho are seeking a dedicated & enthusiastic 'support associate' to join our team is not applicable for this position but we need someone with excellent customer service skills who can respond promptly and effectively to student inquiries through various channels including email and phone.
Provide accurate information about courses, policies, and procedures. Maintain a high level of professionalism and empathy in all interactions with students.

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.

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

Stay up-to-date with the company's course offerings, updates, and promotions. Continuously educate yourself about the online education industry and relevant trends.

Collaborate closely with the product team to address gaps based on student feedback. Maintain clear and effective communication 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. Identify opportunities for process improvement and suggest solutions to enhance the support experience.

Efficiently manage workload 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. Collaborate with other support agents and cross-functional teams to ensure a seamless customer experience.

Provide insights and feedback to improve product features and user experience. Ensure adherence to organizational policies, guidelines, and industry regulations. Protect sensitive student information and maintain confidentiality.

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

Required Skills and Qualifications:

English Proficiency (Spoken), English Proficiency (Written), Hindi Proficiency (Spoken) and required certifications in these skills: Business Communication.

Benefits:

Company offers flexible working hours. Opportunity to work from home part-time. Excellent compensation package.

Others:

Candidates should have a bachelor's degree in business administration or a related field. Experience in customer support or a related field is an asset.

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