Customer Service Associate

20 hours ago

Wagle Estate Thane Maharashtra, India Artfills Online Learning Pvt . Ltd Full time

**Customer Support Associate - Roles & Responsibilities**

As a Customer Support Associate, you will play a crucial role in delivering a seamless support experience to students, parents, and educators. Your responsibilities will include:
 **Voice Support (Calling)**
- Handle inbound and outbound calls to address customer queries, feedback, and support requests.
- Provide accurate information about courses, schedules, and platform usage.
- Ensure timely follow-ups and resolution of open issues.

**Chat Process**
- Manage live chat interactions with users across the website and app.
- Assist customers with instant query resolution and guide them through the learning platform.
- Maintain courteous and prompt communication at all times.
- Resolve technical, academic, or administrative concerns through detailed written support.
- Escalate unresolved issues to the relevant teams when necessary.

 **Customer-Facing Testing & Feedback Collection**
- Participate in testing new platform features from a user perspective.
- Provide structured feedback based on customer experience to the product and tech teams.
- Identify common customer pain points and report them for improvement.

 **Reporting & Documentation**
- Maintain logs of all interactions across channels.
- Prepare and share daily/weekly reports on common issues, resolutions, and customer satisfaction.
- Contribute to FAQs and help documents based on recurring queries.

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

**Benefits**:

- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift
- Weekend availability

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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