Role Overview - We're looking for a Associate – Student Success to handle learner queries via voice calls. The role requires strong communication, problem-solving, and teamwork skills. Experience with ticketing platforms like Freshdesk and Salesforce is preferred. The ideal candidate will focus on customer satisfaction and meeting targets in a fast-paced environment.
Key Responsibilities (KRAs)
- Handle inbound and outbound email and voice support for learners.
- Ensure a customer-centric, empathetic, and solution-oriented approach.
- Escalate complaints to the appropriate internal teams when required.
- Build long-term, trust-based relationships through professional communication.
- Provide accurate, detailed, and comprehensive information using appropriate tools and methods.
- Meet individual and team targets related to call handling and ticket resolution.
- Offer timely and effective solutions and ensure proper follow-up until closure.
- Adhere to defined communication protocols, SLAs, and organizational policies.
Skill Set Requirements:
- Strong verbal and written communication skills.
- Team player with the ability to perform in a dynamic and high-pressure environment.
- Proactive and detail-oriented with strong organizational skills.
- Ability to adapt to constant process and operational changes.
- Commitment to TAT-based closures and learner satisfaction.
Preferred Tools Exposure:
- Ticketing platforms: Freshdesk, Salesforce, etc.
- Calling tools: Tata Cloud, Ameyo, or Smartflo.
