Customer Service Executive Retention

3 days ago

Seepz Mumbai Maharashtra, India Timespro Full time

**Job Title: Senior Customer Service Executive - Retention**

**Location**: Mumbai, Maharashtra
**Department**: Learner Engagement and Experience Team
**Reports To**: Manager - LEET

**Job Summary**:
**Key Responsibilities**:

- **Application Stage Support**:

- **Post-Enrollment Support**:

- Act as the primary point of contact for enrolled learners, offering support throughout their educational journey.
- Respond promptly to learners enquiries, concerns, or issues raised in the form of tickets or through calls related to their courses, schedules, or other aspects of the learning experience.
- Proactively reach out to all active students to gather feedback on their learning experience on daily basis.
- Analyze feedback, identify trends, and provide actionable insights to the organization for continuous improvement and enhancement of programs and services.
- Collaborate with all the cross functional departments to ensure a seamless student experience.
- **Retention**:

- Call and follow up with students who have not paid their outstanding installments, ensuring timely resolution.
- Identify students who may be potential dropouts, understand the reasons behind their disengagement, and work towards retaining them by addressing their concerns to achieve retention targets.
- **Documentation and Reporting**:

- Maintain accurate records of all student interactions, inquiries, and resolutions in the system
- Ensure that all processes, documentation, and communications adhere to the audit rules and guidelines set by the organization..

**Qualifications**:

- Bachelor’s degree from any stream.
- Proven experience in customer service, preferably in the education or EdTech sector, with a background in calling and retention.
- Strong communication and interpersonal skills, with the ability to build rapport with learners and understand their needs.
- Problem-solving mindset, with the ability to handle challenging situations calmly and efficiently.
- Ability to work both independently and as part of a team in a fast-paced environment.

**Key Competencies**:

- Customer-focused approach with a passion for helping others succeed.
- High level of empathy and patience.
- Strong organizational and multitasking abilities.
- Ability to work under pressure and meet deadlines.
- Positive attitude and a proactive approach to problem-solving.

**Why Join Us?**
- Opportunity to make a meaningful impact on learners' educational journeys.
- Collaborative and supportive work environment.
- Continuous learning and development opportunities.

**Job Types**: Full-time, Fresher

Pay: ₹10,543.86 - ₹30,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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