Location:

Job Type:

Full Time/ Permanent 

Responsibilities:

1. Customer Assistance:

   • Provide timely and effective support to users via phone, email, and chat, addressing inquiries about courses, enrollment processes, and platform functionalities.
   • Guide customers through troubleshooting steps for any technical issues they encounter while using the platform.

2. Query Resolution:

   • Resolve customer queries efficiently, ensuring a high level of satisfaction.
   • Escalate complex issues to relevant departments while ensuring customers are kept informed throughout the resolution process.

3. Feedback Collection:

   • Actively gather feedback from users regarding their experience on the platform.
   • Report recurring issues or suggestions to the management team for further improvements.

4. Knowledge Base Maintenance:

   • Maintain and update the platform’s FAQ section and other self-help resources to assist users in finding solutions independently.
   • Create and contribute to a knowledge base of common issues and their resolutions.

5. Customer Engagement:

   • Proactively engage with customers to inform them about new courses, updates, and features on the platform.
   • Foster strong relationships with users by understanding their needs and providing personalized support.

6. Performance Monitoring:

   • Track and report on customer service metrics, such as response time, resolution time, and customer satisfaction scores.
   • Identify trends in customer inquiries and suggest ways to improve the overall support experience.

7. Team Collaboration:

   • Work closely with other departments, such as technical support and course administration, to ensure customer issues are resolved comprehensively.
   • Participate in team meetings and training sessions to stay updated on platform changes and best practices.

8. Continuous Improvement:

   • Continuously seek opportunities to improve customer support processes and the overall user experience.
   • Stay informed about industry trends and best practices in customer service.

Requirements:

1. Educational Qualifications:

   • A bachelor’s degree in any field, preferably in Business Administration, Communication, or related disciplines.
   • Additional certifications in customer service or communication skills are advantageous.

2. Experience:

   • Prior experience as a Customer Support Executive or in a similar role, ideally within an online platform or e-learning environment.
   • Familiarity with CRM systems and customer support software is beneficial.

3. Communication Skills:

   • Excellent verbal and written communication skills to interact effectively with users from diverse backgrounds.
   • Ability to explain complex concepts in a clear and user-friendly manner.

4. Problem-Solving Skills:

   • Strong problem-solving abilities to identify issues quickly and find the best possible solutions.
   • Ability to remain calm and composed under pressure while handling challenging customer situations.

5. Technical Proficiency:

   • Comfortable using various online tools and platforms, including customer support software, chat systems, and CRM tools.
   • Basic technical knowledge to assist users with common platform-related issues.

6. Empathy and Patience:

   • A customer-centric mindset with the ability to empathize with users’ concerns and provide compassionate support.
   • Patience to deal with repetitive inquiries and the ability to handle difficult situations diplomatically.

7. Attention to Detail:

   • Keen attention to detail to accurately document customer interactions and follow up on pending issues.
   • Ensure all customer inquiries are resolved thoroughly and no issue is overlooked.

8. Adaptability:

   • Flexibility to adapt to changing customer needs, platform updates, and new support procedures.
   • Willingness to continuously learn and improve in a dynamic work environment.