Customer Experience Associate

2 weeks ago

Thiruvananthapuram, India NxtWave Full time

NxtWave is revolutionizing the 21st-century job market by transforming youth into highly skilled tech professionals irrespective of their educational background with our CCBP 4.0 programs.

By offering vernacular content and interactive learning, NxtWave is breaking the entry barrier for learning tech skills. Learning in their mother tongue helps learners achieve higher comprehension, deeper attention, longer retention, and greater outcomes.

NxtWave was founded by Rahul Attuluri (Ex Amazon, IIIT Hyderabad), Sashank Reddy (IIT Bombay), and Anupam Pedarla (IIT Kharagpur).

NxtWave helps Indian undergraduate students to get high-paid tech jobs,NxtWave has grown fast and established a Student Community of more than 2 lakh students from 3000+ colleges across India. In the last 12 months, CCBP 4.0 learners have been hired by 1000+ companies including Amazon, Accenture, IBM, Bank of America, TCS, Deloitte, and more.

**Responsibilities**:

- Follow communication “scripts” when handling different queries.
- Welcoming the paid users, make sure they log in to the learning portal and start learning by guiding them through the onboarding process.
- Monitoring learning progress and interacting with students regularly to ensure their learning is greater than 75% by suggesting tips and solutions.
- Communicate users' progress and course-related updates to parents/guardians periodically.
- Make sure the assigned users are not late on their EMIs - Follow up with parents and guardians to ensure they pay their EMIs regularly. Provide accurate payment information and guide them to make their payments.
- Able to Lead the Associates and ensure provide a seamless learning experience to the students, to enhance their experience with NxtWave.
- Responsible for creating support manuals and continuously improving them.
- Constantly monitor team’s performance, ensure the team is following the support manuals, and guide them.
- Take ownership of students' issues and follow problems through to resolution.
- Provide insights from the student interactions with Tech, Business, and Product teams, thereby improving students’ overall experience.

**Qualifications and Skills**:

- Should be proficient in one of the native languages of **Malayalam **and English
- Previous experience in a customer support role and guidance aspects roles would be an advantage.
- Strong verbal communication skills along with active listening
- Strong collaboration abilities and a flexible & friendly approach to working with teams.
- High determination with a constant eye on solutions.
- Be open to receiving objective criticism and improving upon it.
- Ability to multi-task, set priorities and manage time effectively

**Work Location**: Work From Home, If required need to come to Hyderabad.

**Note**: Initially, you will be working as an Associate for 3 - 6 months. During this time, we will provide you with training and support to help you develop the skills necessary to lead other Associates. Depending on your performance, your responsibilities and pay scale may be adjusted accordingly.

**Working days**: 6 days a week

**Note**: Sometimes, need to work on weekends and will take breaks on weekdays. Need to be flexible

**Basic Requirements**: Need to have own laptop and good internet connection.

CTC: 3 LPA - 4.8 LPA

**Salary**: ₹300,000.00 - ₹480,000.00 per year

Schedule:

- Day shift

**Language**:

- Malayalam (required)

**Speak with the employer**
+91 9390238144

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