Support Associate Role

3 days ago

Vadodara, Gujarat, India beBeeCustomer Full time ₹ 60,00,000 - ₹ 80,00,000

We are seeking a dedicated support associate to provide top-notch assistance to our students.

Key Responsibilities:

1. Respond promptly and effectively to student inquiries via various channels.

2. Provide accurate information about courses, policies, and procedures while maintaining professionalism and empathy.

3. Proactively reach out to students to understand and address their concerns, monitoring feedback and ratings for improvement.

4. Address and resolve student complaints and concerns, focusing on high Customer Satisfaction (CSAT) scores.

5. Stay updated on company course offerings, updates, and promotions, educating yourself about the online education industry.

6. Collaborate with the product team to address gaps based on student feedback, ensuring clear communication with students, colleagues, and other teams.

7. Provide regular updates to students about inquiry or issue status, conducting quality checks 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.

10. Participate in ongoing training and development programs to enhance product knowledge and customer service skills, sharing knowledge with fellow agents.

11. Provide insights and feedback to improve product features and user experience, adhering to company policies and industry regulations.

12. Be prepared to handle crisis situations following established protocols and communication procedures.

Required Skills and Qualifications:

  • English Proficiency (Spoken)
  • English Proficiency (Written)
  • Hindi Proficiency (Spoken)

Benefits:

Participate in ongoing training and development programs to enhance product knowledge and customer service skills.

Others:

Candidates with a minimum of 1 year of experience and Bachelor's degree in business administration or relevant field can apply. Excellent English communication skills and proficiency in Google Sheets and Docs and customer support software are required.

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