Support Associate Role

4 days ago

Hubli, Karnataka, India beBeeCustomerSupport Full time ₹ 30,00,000 - ₹ 45,00,000

Customer Support Specialist

We are seeking a dedicated and enthusiastic professional to provide exceptional support to our students.

  • Provide prompt and effective support through various channels, including email and phone.
  • Offer accurate information about courses, policies, and procedures while maintaining a high level of professionalism and empathy in all interactions.

Key Responsibilities:

  • Proactively address student inquiries and concerns by monitoring and evaluating feedback and ratings to identify areas for improvement.
  • Address and resolve student complaints and concerns, focusing on achieving high customer satisfaction scores.

Collaboration and Quality Assurance:

  • Closely collaborate with the product team to address gaps based on student feedback and maintain clear communication with students, colleagues, and other teams within the organization.
  • Conduct quality checks on interactions with students to ensure consistent service quality and identify opportunities for process improvement.

Efficiency and Reporting:

  • Manage workload efficiently and prioritize tasks to meet or exceed established service level agreements and response times.
  • Keep accurate records of student interactions, issues, and resolutions and generate reports on support-related metrics.

Ongoing Development:

  • Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
  • Share knowledge and best practices with fellow support agents and collaborate with other support agents and cross-functional teams to ensure a seamless customer experience.

Requirements:

  • Minimum 1 year of experience in customer support.
  • Bachelor's degree in business administration or relevant field.
  • Excellent English communication skills, 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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