Customer Experience Specialist

2 days ago

Belgaum, Karnataka, India beBeeCustomerSupport Full time ₹ 60,00,000 - ₹ 75,00,000
Customer Support Role Overview

At our organization, we're seeking a dedicated and enthusiastic customer support professional to provide exceptional service to students.

Key Responsibilities:

  1. Respond promptly and effectively to student inquiries through various channels, including email and phone.
  2. Provide accurate information about courses, policies, and procedures, maintaining a high level of professionalism and empathy in all interactions with students.
  3. 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.
  4. Address and resolve student complaints and concerns, focusing on achieving high Customer Satisfaction (CSAT) scores.
  5. Stay up-to-date with company course offerings, updates, and promotions, continuously educating yourself about the online education industry and relevant trends.
  6. 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.
  7. 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.
  8. Efficiently manage workload and prioritize tasks to meet or exceed established service level agreements (SLAs) and response times.
  9. 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.
  10. Participate in ongoing training and development programs to enhance product knowledge and customer service skills, sharing knowledge and best practices with fellow support agents.

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