Customer Service Representative

8 hours ago

Palakkad, Kerala, India beBeeSupport Full time ₹ 60,00,000 - ₹ 80,00,000

Job Overview

We are seeking a dedicated and enthusiastic Customer Support Associate to join our team. As a key member of the support team, you will be responsible for providing exceptional customer service to our students.

Key Responsibilities:

  • Respond promptly and effectively to student inquiries through various channels, including email and phone.
  • Provide accurate information about courses, policies, and procedures while maintaining 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, focusing on achieving high Customer Satisfaction (CSAT) scores.
  • Stay up-to-date with 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 company.
  • 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.
  • 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.

Requirements:

  • Minimum 1 year of experience
  • Bachelor's degree in business administration or relevant field
  • Excellent English communication (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

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