Job description:
Customer Support Associate, Roles & Responsibilities
As a Customer Support Associate, you will play a crucial role in delivering a seamless support experience to students, parents, and educators. Your responsibilities will include:
*Voice Support (Calling)*
* Handle inbound and outbound calls to address customer queries, feedback, and support requests.
* Provide accurate information about courses, schedules, and platform usage.
* Ensure timely follow-ups and resolution of open issues.
*Chat Process*
* Manage live chat interactions with users across the website and app.
* Assist customers with instant query resolution and guide them through the learning platform.
* Maintain courteous and prompt communication at all times.
*Email Process*
* Respond to customer emails with clarity and professionalism.
* Resolve technical, academic, or administrative concerns through detailed written support.
* Escalate unresolved issues to the relevant teams when necessary.
*Customer-Facing Testing & Feedback Collection*
* Participate in testing new platform features from a user perspective.
* Provide structured feedback based on customer experience to the product and tech teams.
* Identify common customer pain points and report them for improvement.
*Reporting & Documentation*
* Maintain logs of all interactions across channels.
* Prepare and share daily/weekly reports on common issues, resolutions, and customer satisfaction.
* Contribute to FAQs and help documents based on recurring queries.
Pay: ₹12,000.00 - ₹18,000.00 per month
Benefits:
- Cell phone reimbursement
- Paid sick time
- Provident Fund
Work Location: In person
