Customer Experience Advocate

2 weeks ago

Ahmedabad, Gujarat, India beBeeCommunication Full time ₹ 8,00,000 - ₹ 12,00,000

Job Overview:

We are seeking a skilled Voice Support Specialist to join our team. This role is ideal for individuals who excel in providing proactive onboarding and red-alert engagement to ensure the success of our learners.

Key Responsibilities:

  • Proactive Onboarding: Welcome new learners with a personalized call within 48 hours to guide them through account setup, platform access, and initial orientation.
  • Red-Alert Engagement: Proactively contact at-risk learners flagged by the system to diagnose challenges and provide solutions, such as academic tips or deadline extensions.
  • Problem Resolution: Address and resolve learner issues related to billing, platform access, and general inquiries by coordinating with internal teams.
  • Administrative Support: Maintain detailed call logs and learner status in the CRM system, and participate in quality assurance assessments.
  • 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:

  • Bachelor's 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.

What We Offer:

  • A dynamic work environment that fosters growth and development.
  • Opportunities for professional advancement and skill-building.
  • A comprehensive benefits package that includes health insurance, retirement planning, and paid time off.

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