Customer Experience Advocate

23 hours ago

Cochin, Kerala, India beBeeVoiceSupport Full time ₹ 6,00,000 - ₹ 12,00,000

Join our team as a Voice Support Specialist to drive proactive onboarding and red-alert engagement. In this role, you will be responsible for guiding new learners through account setup, platform access, and initial orientation within 48 hours.

You will also proactively contact at-risk learners flagged by the system to diagnose challenges and provide solutions such as academic tips or deadline extensions.

Additionally, you will address and resolve learner issues related to billing, platform access, and general inquiries by coordinating with internal teams.

Maintain detailed call logs and learner status in the CRM system, and participate in quality assurance assessments.

In this role, you will have the opportunity to continuously improve workflows and suggest enhancements to improve the learner experience.

We are looking for candidates who possess excellent communication skills, problem-solving ability, a learner-centric mindset, time management capabilities, and technical proficiency.

Candidates should have a bachelors degree in any field, minimum 1-2 years of experience in voice-based support preferably in EdTech, customer support, or student success roles, experience in handling both inbound and outbound calls, familiarity with escalation protocols and quality assurance practices.

  • Key Responsibilities:
  • Proactive Onboarding: Welcome new learners with personalized calls to guide them through account setup and initial orientation.
  • Red-Alert Engagement: Proactively contact at-risk learners to diagnose challenges and provide solutions.
  • Problem Resolution: Address and resolve learner issues related to billing, platform access, and general inquiries.
  • Administrative Support: Maintain detailed call logs and learner status in the CRM system.
  • Continuous Improvement: Provide feedback on workflows and suggest enhancements to improve the learner experience.
  • Required Skills & Competencies:
  • Excellent Communication: Clear, confident, and empathetic voice communication.
  • Problem-Solving Ability: Ability to understand concerns, assess needs, and act quickly.
  • Learner-Centric Mindset: Patience and dedication to improving learner experience and outcomes.
  • Time Management: Capable of managing call schedules, follow-ups, and reports efficiently.
  • Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms.

Desired Qualifications:

  • Bachelors degree in any field (preferred).
  • Minimum 1-2 years of experience in voice-based support preferably in EdTech, customer support, or student success roles.
  • Experience in handling both inbound and outbound calls.
  • Familiarity with escalation protocols and quality assurance practices.

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