About The Role
We are looking for a
compassionate, proactive, and service-driven Customer Support Executive to join our on-site team in Bangalore. In this role, you will be the primary point of contact for Customers, ensuring a seamless experience throughout their journey with our online school. From handling everyday queries to supporting onboarding and engagement, you will play a critical role in nurturing trust and fostering long-term Customer-school relationships.
Key Responsibilities
- Serve as the first line of communication for Customers regarding academics, scheduling, technical support, billing, and school policies.
- Respond to Customer inquiries via calls, emails, and chat, ensuring timely and accurate resolution.
- Liaise with internal departments (academic teams, IT, finance, and operations) to coordinate solutions to Customer concerns.
- Maintain clear documentation of all Customer interactions, complaints, and outcomes using CRM or ticketing systems.
- Guide Customers through onboarding, helping them navigate digital platforms, class schedules, curriculum structure, and support resources.
- Educate Customers on how to effectively use the school's technology platforms and communication tools.
- Manage escalations with empathy and professionalism, aiming for first-contact resolution where possible.
- Share timely updates, reminders, and school announcements to keep Customers well-informed and engaged.
- Support periodic Customer feedback surveys and assist in preparing insights and recommendations for leadership.
- Participate in virtual PTMs, orientation sessions, and community-building activities to enhance Customer engagement.
Required Skills & Attributes
- Strong communication skills in English.
- High levels of empathy, patience, and diplomacy in handling diverse Customer concerns.
- Excellent organizational skills with a strong attention to detail.
- Comfort with using CRM systems, school portals, video conferencing tools, and productivity software.
- Ability to manage high interaction volumes while maintaining a friendly, solution-oriented tone.
- Team-oriented, adaptable, and proactive in anticipating Customer needs.
Qualifications
- Bachelor's degree in any discipline (preferred: Education, Communication or similar fields).
- 6m to 4 years of experience in customer service, Customer relations, or student services, ideally within the education or ed-tech space.
- Prior exposure to online schooling or digital learning platforms will be an added advantage.
- Only students with no active backlogs are eligible to apply for this position.
