Role Overview:
The Customer Delight Consultant is responsible for enhancing the overall learner experience by ensuring seamless operations, proactive support, and high satisfaction levels. This role goes beyond issue resolution to creating a positive and engaging journey for learners through empathy, responsiveness, and continuous improvement.
Key Responsibilities:
- Manage and resolve learner queries through tickets, ensuring timely and effective resolution
- Handle learner interactions with empathy, ownership, and a strong focus on satisfaction
- Proactively conduct at-risk learner outreach (calling activity) to improve engagement and retention
- Ensure SLA adherence across all learner interactions
- Tag, document, and manage escalations effectively, ensuring timely closure
- Support learner enrollment on Canvas as part of ticket resolution, when required
- Maintain high data accuracy and hygiene across systems (Canvas, Airtable, LMS dashboards)
- Identify gaps in the learner journey and recommend process improvements
- Collaborate with cross-functional teams to enhance overall programme delivery
Key Performance Indicators (KPIs):
- Customer Satisfaction Score (CSAT)
- SLA adherence (%)
- Escalation resolution turnaround time (TAT)
- Enrollment accuracy rate
- Data accuracy and hygiene benchmarks
Skills & Competencies:
- Strong communication and interpersonal skills
- High empathy and customer-first mindset
- Problem-solving and ownership-driven approach
- Attention to detail and data management skills
- Ability to work in a fast-paced, cross-functional environment
- Familiarity with LMS tools (Canvas,Excel etc.) is preferred
