Customer Service Representative(WFH)

5 days ago


tamil nadu, India Mentor Match Full time
About Mentor Match: Mentor Match is a personalized learning platform that connects students with expert tutors. We offer 1-hour, 1-on-1 live tutoring sessions, providing tailored guidance and support to help students achieve their academic goals.
About the Role: As a Customer Success Representative, you will play a crucial role in ensuring customer satisfaction and driving business growth. Working on the night shift, you will engage with customers to understand their needs, provide exceptional support, and foster long-lasting relationships.
Responsibilities:
Customer Engagement:
- Actively engage with customers to build strong relationships and understand their unique learning needs.
- Provide personalized guidance and support throughout the tutoring process.
- Proactively identify opportunities to enhance the customer experience.
Support and Problem-Solving:
- Serve as the primary point of contact for customer inquiries and technical issues.
- Efficiently troubleshoot and resolve customer problems, ensuring timely and satisfactory solutions.
- Provide clear and concise explanations to help customers navigate the Mentor Match platform.
Account Management:
- Manage customer accounts, track key metrics, and identify opportunities for growth.
- Proactively address customer concerns and ensure their ongoing satisfaction.
- Collaborate with internal teams to improve customer retention and drive revenue.
Advocacy and Improvement:
- Advocate for customer needs and provide valuable feedback to internal teams.
- Contribute to process improvements and product enhancements to enhance the overall customer experience.
- Identify areas for improvement and propose innovative solutions.
Renewal and Expansion:
- Focus on renewing customer subscriptions and identifying opportunities for upselling and cross-selling.
- Build strong relationships with customers to foster loyalty and drive long-term growth.
Qualifications:
- Bachelor's degree in a relevant field (e.g., education, business, customer service).
- 1-3 years of experience in customer success, account management, or a similar role.
- Excellent written and verbal communication skills in English.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Passion for education and technology.
- Flexibility to work on the night shift.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A dynamic and collaborative work environment.
- The chance to make a positive impact on students' lives.

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