Associate- Customer Experience

2 weeks ago

Chennai, India Skill-Lync Full time

Skill-Lync is an exhaustive platform to re-engineer engineering education. The last 2 decades have seen an increasing disconnect between industry and academia - this has resulted in academia not meeting industry standards and thereby students becoming unemployable. Skill-Lync is a Y-Combinator (2019) start-up that is solving this problem at scale leveraging technology and an ecosystem of industry experts, engineer-trainers, and offline centers.

Preferred experience and Industry:

- 1st preference: 2 or more years experience in an Ed-tech company
- 2nd preference: 3 or more years of experience in customer support/management roles

Job Responsibilities:

- Primary job responsibility should include (and are not limited to):

- Will be assisting the Centre Head at Location Campus.
- Ownership of overall course success covering all aspects of onboarding, course success, and participants learning experience/completion.
- Support center heads ensure that participants’ learning outcomes are met, and a high level of satisfaction is maintained.
- Be the first point of contact for participants, troubleshoot queries, and manage discussions.
- Monitor participants’ performance and various course trackers to ensure the course is running well in areas of responsibility and escalate cases as needed.
- Manage, identify and implement processes for smoother course management to ensure a consistent and trouble-free learning experience.
- Managing the progress of participants on a week-on-week basis, tracking their performance, and taking critical decisions to maintain a high completion rate.
- Maintaining TAT in resolving Technical and Non-Technical queries, by coordinating with different stakeholders
- Relevant Background:

- 3 or more years of experience in Customer Support for an academic or training organization.
- Ability to multitask and coordinate with multiple stakeholders.
- Passion for learning and having amazing learning outcomes.
- Bachelor’s, preferably in business management or MBA.
- Intermediate-level knowledge in Excel and other productivity tools
- Excellent verbal and written communication skills
- Excellent analytical and problem-solving skills.
- Should be comfortable in calling the customer whenever required.
- Shift Timings: 10 PM - 7 AM

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