Role The individual in this role is responsible for handling questions, comments and issues related to students. The ultimate goal is to provide a positive customer experience and enhance relationships between students and businesses.
Responsibilities
Keeping a check on chat and inbound emails to establish a communication cycle.
Creating policies and procedures to build sustainable relationships and trust with customers accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Possessing excellent product knowledge to enhance customer support.
Primarily focused on non-voice, but might have to take up calls in case of necessity
Requirements
Proficiency in both English (written + verbal) and Hindi (verbal) is essential.
Previous experience in similar roles is a prerequisite.
Ability to thrive in a startup atmosphere is highly valued.
Bonus points for expertise in professional documentation and content development.