Customer Service Specialist

4 hours ago

Dehra Dūn, Uttarakhand, India PW (PhysicsWallah) Full time ₹ 60,00,000 - ₹ 80,00,000 per year

Job Description: Associate – SST

Designation:
Associate – SST

Department:
SST / Operations / Support

Location:
Dehradun Defence Offline Center

Lucknow Defence Offline Center

Experience:
1–2 Years (Freshers can apply)

CTC:
As per industry standards

Preferred Industry:
Ed-Tech / Customer Support / Inside Sales / Service Operations

Role Overview

The Associate – SST is responsible for providing end-to-end support to students/customers, ensuring smooth processes, timely issue resolution, and a positive service experience. The role involves coordination, communication, documentation, and maintaining service quality standards.

Key Responsibilities

  1. Customer/Student Support

  2. Handle inbound/outbound calls, WhatsApp, emails, and chats.

  3. Resolve queries related to product, enrollment, classes, payments, or platform usage.

  4. Ensure high customer satisfaction with quick turnaround.

  5. Operational Support

  6. Assist in onboarding customers/students and guide them through processes.

  7. Maintain accurate data in CRM/portals.

  8. Coordinate with internal teams (Sales, Academic, Tech, Finance) for smooth operations.

  9. Issue Resolution

  10. Identify, document, and escalate issues when required.

  11. Follow up until the issue is resolved and communicate updates to the customer/student.

  12. Documentation & Reporting

  13. Maintain logs, reports, attendance records, call notes, and feedback forms.

  14. Share daily/weekly updates with the manager.

  15. Process Compliance

  16. Follow SLA, SOPs, and quality guidelines.

  17. Ensure professionalism, accuracy, and timely execution in all tasks.

Required Skills

  • Excellent communication skills (English + Hindi).
  • Strong customer-service orientation.
  • Basic MS Office/Google Sheets proficiency.
  • Ability to multitask and handle pressure.
  • Good problem-solving and coordination skills.

Preferred Qualifications

  • Graduate/Undergraduate in any field.
  • Experience in Ed-Tech, BPO, Telecalling, Counselling, or Service Support (preferred but not mandatory).

Key Competencies

  • Ownership & Accountability
  • Empathy & Active Listening
  • Attention to Detail
  • Team Collaboration
  • Time Management

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