Customer Support Executive

Job description

Role Overview:

The role focuses on onboarding enrolled learners, addressing their queries, and coordinating with internal teams to ensure a smooth and positive learner experience after enrollment.

Key Responsibilities:

- Conduct outbound calls daily (~70-80) to enrolled learners and explain program schedules, curriculum, learning portals, and other important details and send onboarding emails to ensure learners receive comprehensive program information.

- Verify and facilitate learner access to the learning platform and address any miscommunication or miscommitments made during the previous process.

- Provide accurate information and resolve learner queries using appropriate tools and processes.

- Handle customer concerns, identify root causes, and provide timely and effective solutions.

- Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT.

- Identify learner needs and enhance overall learner satisfaction.

- Generate referral leads and contribute to individual and team targets.

- Maintain accurate records of learner interactions, accounts and relevant documentation.

- Adhere to calling procedures, quality parameters and organizational policies.

- Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience.

Skills Required:

- Strong communication (written and verbal)

- Problem solving and multitasking

- Decision making

- Understanding customer needs

- Teamwork & collaboration

- Accountability & ownership

- Language (No MTI): English and Hindi