Customer Service Representative

19 hours ago

Thoothukudi, Tamil Nadu, India beBeeCustomerService Full time ₹ 50,00,000 - ₹ 80,00,000

As a dedicated and enthusiastic support professional, you will be responsible for providing exceptional customer service to students through various channels.

Key Responsibilities:
  • Respond promptly and effectively to student inquiries via email and phone.
  • Provide accurate information about courses, policies, and procedures while maintaining high professionalism and empathy in all interactions with students.
  • Proactively reach out to students to understand and address their concerns, monitor and evaluate student feedback and ratings to identify areas for improvement in the support process.
  • Address and resolve student complaints and concerns focusing on achieving high Customer Satisfaction (CSAT) scores.
  • Stay up-to-date with course offerings, updates, and promotions. Continuously educate yourself about the online education industry and relevant trends.
  • Collaborate closely with the product team to address gaps based on student feedback. Maintain 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. Conduct quality checks on interactions with students to ensure consistent service quality. Identify opportunities for process improvement and suggest solutions to enhance the support experience.
  • Manage workload efficiently and prioritize tasks to meet or exceed established service level agreements (SLAs) and response times.
  • Keep accurate records of student interactions, issues, and resolutions. Generate 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. Share knowledge and best practices with fellow support agents. Collaborate with other support agents and cross-functional teams to ensure a seamless customer experience.
  • Provide insights and feedback to improve product features and user experience. Adhere to organizational policies, guidelines, and industry regulations protecting sensitive student information and maintaining confidentiality.
  • Be prepared to handle crisis situations or service disruptions following established protocols and communication procedures.
Requirements:
  • 1 year of experience
  • Bachelor's degree in business administration or relevant field
  • Excellent English communication (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

This is an excellent opportunity to join our organization and contribute to delivering exceptional customer experiences.

We are looking for a highly motivated and detail-oriented individual who can work independently and collaboratively as part of a dynamic team.

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