Customer Service Liaison

19 hours ago

Cochin, Kerala, India beBeeSupport Full time ₹ 6,00,000 - ₹ 10,00,000
Job Title:

A Customer Support Associate

Job Description:

We are seeking a dedicated and enthusiastic support associate to join our team.

Key Responsibilities:
  • Respond promptly and effectively to student inquiries, providing accurate information about courses, policies, and procedures.
  • 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, focusing on achieving high customer satisfaction (CSAT) scores.
  • Stay up-to-date with the company's course offerings, updates, and promotions, continuously educating yourself about the online education industry and relevant trends.
  • Closely collaborate with the product team to address gaps based on student feedback, maintaining 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.
  • 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.
  • Closely collaborate with other support agents and cross-functional teams to ensure a seamless customer experience.

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