Service Delivery Executive

2 days ago

Kothanur Bengaluru Karnataka, India MindMentorz Full time

MindMentorz is a chess academy dedicated to building strong thinkers and confident players through structured chess training. We work with children of all levels - from beginners taking their first steps on the board to advanced players aspiring for FIDE ratings and competitive success. Our mission is to provide world-class coaching, a supportive learning environment, and a seamless experience for both students and parents.

**Position**: Service Delivery Executive

**Department**: Service Delivery Team
**Location**: Bangalore

**Reports to**: Service Delivery Manager / Admin

**Role Overview**

The Service Delivery Team ensures smooth execution of ongoing chess programs by acting as a bridge between parents, coaches, and management. This role involves resolving parent queries, monitoring coach performance, and ensuring classes are delivered as per commitment.

**Key Responsibilities**
- Act as the first point of contact for existing parents regarding class schedules, feedback, or issues.
- Monitor coaches’ attendance, punctuality, and adherence to schedules.
- Track and resolve support tickets related to classes, reschedules, or technical issues.
- Coordinate with coaches for replacements in case of absence or emergency.
- Maintain high standards of service quality and ensure parent satisfaction.
- Regularly update parents on their child’s progress, milestones, and achievements.
- Collect parent feedback and share insights with the management team.
- Maintain accurate student records, class schedules, and issue logs.
- Collaborate with the enrollment team to ensure a smooth handover from demo/enrollment to regular classes.
- Prepare weekly/monthly reports on class delivery, issues resolved, and satisfaction levels.

**Key Skills & Competencies**
- Strong communication and problem-solving skills.
- Ability to handle parent escalations with empathy and professionalism.
- Good organizational and multitasking abilities.
- Proficiency in ticketing/CRM tools and MS Office/Google Suite.
- A customer-first mindset with focus on retention and satisfaction.
- 2 week off

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

Pay: ₹12,000.00 - ₹15,000.00 per month

Work Location: In person

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