
Customer Service Representative Role
7 days ago
Job Title: Support Excellence Specialist - Proactive Engagement
Location: Mumbai (Marol)
Experience: 0-4 Years. Freshers are welcome to apply.
Shift Details: Mon- Sat | 7 am- 4 pm | Work From Office
Job Responsibilities:
- Proactively onboard new learners, guiding them through account setup and initial orientation.
- Engage at-risk learners to diagnose challenges and provide solutions.
- Resolve learner issues related to billing, platform access, and general inquiries.
- Maintain detailed call logs and learner status in the CRM system.
- Improve workflows and enhance the learner experience.
Required Skills & Competencies:
- Effective Communication: Clear and empathetic voice communication.
- Problem-Solving Ability: Understand concerns, assess needs, and act quickly.
- Learner-Centric Mindset: Patience and dedication to improving learner outcomes.
- Time Management: Manage call schedules and reports efficiently.
- Tech Savvy: Comfortable using CRM systems and internal platforms.
Desired Qualifications:
- Bachelor's degree in any field (preferred).
- 1-2 years of experience in voice-based support, preferably in EdTech or customer support roles.
- Experience handling inbound and outbound calls.
- Familiarity with escalation protocols and quality assurance practices.
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