About the company
Founded by a team of IITians, Filo created the world's only scalable high frequency 1:1 tutoring technology (8 patents awarded in India & US). Leveraging AI-based realtime matching to connect students with top teachers across the country in less than 60 seconds, 24x7. These are live, private 1-on-1 interactive video sessions where experts help students with their most challenging learning gaps. Loved by 4million+ students over 15 countries, we are proud of our team of 60,000 teachers who ensure round the clock availability of high quality pedagogy to every student.
Our work in the public education space ranges from tribal districts of Jharkhand to urban districts of Alabama, USA with a brimming population of students from diverse cultural backgrounds. The ability of the technology to go beyond non-interactive digital content based approaches by providing a personal teacher to students for every subject has been rigorously validated by institutes like John Hopkins University and consultants from World Bank, through impact studies.
Within a short time, our work has been recognised with Gold Award at National Award for E-Governance by GOI and Innovation Award by Meity at G20 stage. International organisations like Google and Amazon have awarded Filo for its product and engineering capabilities.
At the end of the day, we are a group of engineers who believe in the power of education to transform nations. We are looking at the problem of mass education from first-principles and creating daring solutions that are loved by students.
Job Overview:
We are seeking a dedicated and customer-oriented Customer Support Specialist to join our team. The ideal candidate will be responsible for handling customer inquiries and resolving issues through email communication. This role requires excellent written communication skills, a keen eye for detail, and a passion for providing outstanding customer service.
Key Responsibilities:
- Email Support:
- Respond to customer inquiries and issues via email in a timely and professional manner.
- Ensure all emails are addressed with accurate information and provide solutions that meet customer needs.
- Problem Resolution:
- Troubleshoot and resolve customer issues effectively, ensuring a high level of customer satisfaction.
· Escalate complex issues to higher-level support or appropriate departments when necessary.
- Customer Interaction:
- Build and maintain positive relationships with customers through clear and empathetic communication.
- Provide updates and follow-ups to customers regarding their inquiries or issues.
- Documentation and Reporting:
- Document customer interactions and maintain accurate records of support requests and resolutions.
- Generate and maintain reports on customer support activities, highlighting common issues and areas for improvement.
- Continuous Improvement:
- Stay up-to-date with company products, services, and policies to provide accurate information to customers.
- Provide feedback to the management team regarding common customer issues and potential areas for process improvement.
Qualifications:
- Proven experience of 1-2 years in a customer support role, preferably in email support.
- Excellent written communication skills with a strong command of the English language.
- Ability to handle multiple inquiries and prioritize tasks effectively.
- Strong problem-solving skills and attention to detail.
- Familiarity with customer support software and ticketing systems such as Zoho, Zendesk etc.
- Ability to work independently and as part of a team.
- A positive attitude and a passion for helping customers.
Education:
Pay: ₹400,000.00 - ₹500,000.00 per year
Benefits:
- Cell phone reimbursement
- Health insurance
- Provident Fund
Work Location: In person
