Senior Client Experience Manager

17 hours ago

Chandigarh, Chandigarh, India beBeeCustomerService Full time ₹ 25,00,000 - ₹ 40,00,000
Customer Service Excellence

About Zell Education, one of India's fastest-growing EdTech startups dedicated to transforming careers through professional education. Our vision is to bridge the gap between academic learning and industry demands.

Role Overview

As a Deputy Team Lead in our Customer Service team, you will play a crucial role in managing and enhancing the student experience. This role involves directly handling high-value student escalations, improving service quality, and ensuring timely resolution of student queries and concerns.

Key Responsibilities
  • Handling client concerns/escalations proactively and promptly.
  • Cross-functional coordination across teams like Academics, Sales, Product, Finance.
  • Acting as a single point of contact for all student concerns and queries for assigned clients.
  • Managing end-to-end resolution within defined SLAs while ensuring high satisfaction scores.
  • Liaising with internal teams (academic, tech, operations) to close student issues efficiently.
  • Analyzing student feedback and identifying areas for process improvement.
  • Maintaining CRM records, ticketing systems, and updating case logs accurately.
  • Proactively engaging with students to ensure ongoing satisfaction and retention.
  • Monitoring key customer service metrics and reporting weekly insights to senior management.
Key Requirements
  • Minimum 2-4 years of experience in handling and servicing B2B clients and students, preferably from the Education or any service-driven industry.
  • Strong interpersonal and communication skills (spoken and written).
  • Ability to multitask and manage pressure in a fast-paced environment.
  • Problem-solving mindset with a customer-first attitude.
  • Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).
  • Open to travel

This role offers an exciting opportunity to grow professionally and develop your expertise in customer service. If you are passionate about delivering exceptional experiences and driving business growth, we encourage you to apply.

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