Customer Support Associate

Responsibilities:

• Respond promptly and professionally to inquiries from learners, category teams, and internal stakeholders through various communication channels.
• Strive to achieve high levels of Customer Satisfaction (CSAT) by providing accurate, empathetic, and timely responses.
• Gather and analyze information to understand the nature of inquiries, providing relevant solutions or recommendations.
• Collaborate with cross-functional teams, including Sales, Category, Product, and Business teams, to address issues and streamline processes.
• Monitor and meet performance metrics such as response time, resolution time, and CSAT targets.
• Identify recurring issues and proactively suggest improvements to enhance support processes or product features.
• Stay updated with Unacademys products, courses, and policies to offer informed and accurate responses.
• Maintain detailed and organized records of learner interactions and resolutions.

Requirements:

• Bachelors degree in any discipline.
• Proven experience in customer service or escalation handling, preferably in a fast-paced environment.
• Strong communication skills, both written and verbal, with the ability to build rapport with learners and stakeholders.
• Proficiency with tools such as Freshdesk, Tableau, MS Office, and CRM systems.
• Analytical mindset with the ability to interpret data and drive insights for informed decision-making.
• High attention to detail, multitasking abilities, and strong organizational skills.
• Self-motivated, proactive, and committed to delivering exceptional customer experiences.
• Adaptability to changing priorities and deadlines.
• Prior experience in the EdTech sector is a plus.