Our Company
Artium is a global music learning platform founded with the vision of making world-class
music education accessible to learners everywhere. By combining the expertise of
legendary musicians, a structured curriculum, cutting-edge technology, and a thriving
learner community, Artium is reimagining how music is taught, learned, and experienced
at scale. Using our proprietary technology platform and a network of more than 350+
highly trained teachers, we deliver music education to more than 45000 learners across
17+ countries.
As India's first music education platform offering internationally accredited pathways,
Artium is building the future of music education for learners across the world.
“Immerse yourself in a culture that celebrates both your artistic passion and personal
development”
The Opportunity
Artium is looking for a Consumer Experience Executive – Customer Delight to deliver
exceptional post-sales support and ensure an outstanding learner experience. The ideal
candidate will be responsible for engaging with learners across digital channels,
resolving queries, driving learner satisfaction, and contributing to customer retention
and referrals.
Location & Work Mode - Remote (WFH)
Additional Details
- First 6 months will be 6 days working. Upon successful completion of 6 months,
the work schedule will transition to 5 days a week.
- The role will operate in the fixed shift communicated at the time of offer. Shift
changes, if any, will be based on business and operational requirements.
- As this is a customer-facing role, weekends cannot be accommodated as
weekly offs and will be provided based on roster and business requirements.
What You’ll Do
- Own the end-to-end learner experience by proactively resolving concerns and
delivering exceptional customer delight.
- Handle learner escalations with empathy, professionalism, and a solution
oriented approach to rebuild trust and confidence.
- Engage with dissatisfied or inactive learners to understand their concerns and
work towards retaining and reviving them.
- Drive course renewals by building meaningful learner relationships and
effectively communicating the value of continued learning.
- Collaborate closely with cross-functional teams to ensure timely issue
resolution.
- Identify root causes of recurring learner concerns and share actionable
insights to improve the overall learner experience.
- Maintain accurate records of learner interactions and follow-ups using CRM
and internal tools.
- Consistently meet defined customer experience metrics such as retention,
renewals, response quality, and productivity.
What You Need to Succeed
- Excellent verbal and written communication skills with the ability to build
rapport and trust with learners.
- Strong empathy and active listening skills to understand learner concerns and
handle emotionally sensitive conversations.
- Exceptional situation-handling and conflict-resolution abilities with a calm,
customer-first approach.
- A strong sense of ownership and accountability, with the ability to
independently drive resolutions to closure.
- Ability to influence customer decisions through consultative conversations
while maintaining a learner-centric approach.
- Strong problem-solving and critical thinking skills with the ability to identify the
best possible resolution.
- Adaptability to work in a fast-paced, dynamic environment with changing
priorities.
- Comfort working with targets related to learner satisfaction, retention,
renewals, and operational excellence.
What You Need to Have
- Bachelor's degree in any discipline.
- 1–2 years of experience in Customer Support, Customer Service, Customer Success, Consumer Experience, or Customer Delight.
- Experience in customer retention, renewals, relationship management, or handling escalations will be an added advantage.
- Proficiency in CRM tools like Salesforce, Freshdesk or similar tools.
- Efficiency in customer communication platforms (chat, email, and calling).
- Experience, or Customer Delight.
- Experience in chat support or customer engagement roles will be preferred.
Why Join Artium?
- Opportunity to be part of India’s leading online music education academy.
- Collaborative and learner-first work culture.
- Exposure to cross-functional teams (Sales, Tech, Academics).
- Growth opportunities within operations and leadership roles.
Pay: ₹300,000.00 - ₹500,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid time off
- Provident Fund
- Work from home
Work Location: Remote
