Ideal Customer Service Representative
2 days ago
We are seeking a dedicated and enthusiastic support associate to join our team. Our ideal candidate will have excellent English communication skills, both written and spoken.
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, monitoring and evaluating student feedback and ratings to identify areas for improvement in the support process.
- Address and resolve student complaints and concerns efficiently, focusing on achieving high customer satisfaction scores.
- Stay up-to-date with company course offerings, updates, and promotions, continuously educating yourself about the online education industry and relevant trends.
- Collaborate closely 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, conducting 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, generating 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, sharing knowledge and best practices with fellow support agents.
- Provide insights and feedback to improve product features and user experience, ensuring adherence to organizational policies, guidelines, and industry regulations.
Required Skills and Qualifications:
- English Proficiency (Spoken)
- English Proficiency (Written)
- Hindi Proficiency (Spoken)
- Earn certifications in these skills: Business Communication
- Bachelor's degree in business administration or relevant field (undergraduates can also apply)
Benefits:
The successful candidate will have the opportunity to work in a dynamic and supportive environment, with opportunities for professional growth and development.
Others:
Our organization is committed to providing a safe and inclusive work environment for all employees.
This role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team.
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