Customer Support Executive

1 day ago

Hyderabad Telangana, India Athena Full time

Tutoroot, an online institute located in Hyderabad, is dedicated to transforming the way students learn. We believe in every student's potential to succeed and strive to provide them with the right platform and guidance. Our team of highly qualified experts works closely with students to create personalized transformation journeys based on their learning styles.

We also focus on developing the skills and mindsets necessary for success in the modern world.

Domain - Ed tech / E-Learning

Designation - Customer support executives

Working days - Rotational shift

Timings - 6:00 AM and 11:00 PM (9-hour shift with breaks).

Roles & Responsibilities:

- Handle queries related to class schedules, rescheduling, technical issues, platform navigation, and general support.
- Clearly and politely explain company policies to customers, especially in cases of denial, ensuring they understand and accept the resolution.
- Coordinate with internal teams like academics, tech, and sales to resolve issues quickly and accurately.
- Follow up on pending or unresolved queries to ensure timely closure and customer satisfaction.
- Identify common issues or feedback trends and suggest improvements to support processes or FAQs.
- Maintain a professional, empathetic, and solution-oriented tone in all student, parent, and tutor interactions.
- Manage multiple chats or calls efficiently while maintaining quality and accuracy.
- Demonstrate strong self-management in attendance, break adherence, shift timings, AHT, and wrap-up time.
- Accurately document all customer interactions and resolutions in internal tools or CRMs.

Skills & Qualifications
- 1-3 years of experience in customer support; experience in the K-12 EdTech industry is highly preferred.
- Strong verbal and written communication skills in English (mandatory).
- Familiar with WhatsApp Business API tools, CRM platforms, and chat/ticketing systems.
- Ability to explain complex policies clearly and respectfully, especially in challenging situations.
- Patient, empathetic, and well-organized, with strong problem-solving skills and the ability to multitask in a fast-paced environment.
- Willing to work in rotational shifts (including weekends) between 6:00 AM and 11:00 PM (9-hour shift with breaks).
- Immediate joiners only.

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