Excellent Customer Support Professional

We are seeking a dedicated and enthusiastic support professional to fill this key role. This is an excellent opportunity for individuals who wish to make a positive impact in customer satisfaction.

Key Responsibilities:

1. Respond promptly and effectively to customer inquiries through various channels, including email and phone calls.

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

3. Proactively reach out to customers to understand and address their concerns. Regularly monitor and evaluate customer feedback and ratings to identify areas for improvement in the support process.

4. Proactively address and resolve customer complaints and concerns, focusing on achieving high Customer Satisfaction (CSAT) scores.

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

6. Collaborate closely with the product team to address gaps based on customer feedback. Maintain clear and effective communication with customers, colleagues, and other teams within the organization.

7. Provide regular updates to customers about the status of their inquiries or issues. Conduct quality checks on interactions with customers to ensure consistent service quality. Identify opportunities for process improvement and suggest solutions to enhance the support experience.

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

9. Keep accurate records of customer interactions, issues, and resolutions. Generate reports on support-related metrics, such as response times, resolution rates, and customer satisfaction scores.

10. 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.

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

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

Skill(s) required

English Proficiency (Spoken)

English Proficiency (Written)

Hindi Proficiency (Spoken)

Earn certifications in these skills

Learn Business Communication

Who can apply

Candidates must have a minimum of 1 year of experience and possess a Bachelor's degree in business administration or a relevant field. They should also demonstrate excellent English communication skills (both written and spoken), proficiency in Google Sheets and Docs, and customer support software. Additionally, they should have outstanding written and verbal communication skills and a good understanding of management practices and techniques.

Benefits

This role offers the opportunity to work with a dynamic team and contribute to the growth and success of the organization. You will have the chance to develop your skills and knowledge in customer support and receive ongoing training and development opportunities.

Others

The ideal candidate will be highly motivated, organized, and able to work effectively in a fast-paced environment. They should be able to multitask, prioritize tasks, and meet deadlines while maintaining excellent communication and interpersonal skills. If you are a detail-oriented individual who enjoys working with people and is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.