Customer Experience Associate

5 days ago

Coimbatore, Tamil Nadu, India beBeeCustomerSupport Full time ₹ 25,00,000 - ₹ 45,00,000

Job Title: Customer Experience Associate

We are seeking a skilled and empathetic professional to provide exceptional customer support via voice communication. The ideal candidate will be responsible for delivering proactive onboarding, engaging with at-risk customers, and resolving issues related to billing, platform access, and general inquiries.

Key Responsibilities:

  • Proactive Onboarding: Welcome new customers with a personalized call within 48 hours to guide them through account setup and initial orientation.
  • Red-Alert Engagement: Proactively contact at-risk customers flagged by the system to diagnose challenges and provide solutions, such as academic tips or deadline extensions.
  • Problem Resolution: Address and resolve customer issues related to billing, platform access, and general inquiries by coordinating with internal teams.
  • Administrative Support: Maintain detailed call logs and customer status in the CRM system, and participate in quality assurance assessments.
  • Continuous Improvement: Provide feedback on workflows and suggest enhancements to improve the customer 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 customer 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 customer support, preferably in EdTech, student success roles.
  • Experience in handling both inbound and outbound calls.
  • Familiarity with escalation protocols and quality assurance practices.

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