Customer Service Executive (Job Vacancy)

Job Title: Customer Support Executive

Company: SelfUpGrad

Location: Delhi NCR and Hybrid

Sector: Academic Education (Schools)

About SelfUpGrad:
SelfUpGrad is a leading academic education company based in India, dedicated to empowering school-going kids through innovative learning solutions. We are committed to providing accessible, high-quality education tailored to the needs of each student, leveraging cutting-edge tools and methodologies.

Job Description:
SelfUpGrad is seeking a dedicated and customer-focused individual to join our team as a Customer Support Executive. The primary responsibility of this role is to provide exceptional support to our customers through live chats, emails, and calls, ensuring prompt resolution of queries and concerns. The ideal candidate will possess excellent communication skills, empathy, and a passion for delivering an outstanding customer experience.

Responsibilities:

1. Respond to customer inquiries and resolve issues via live chat, email, and phone in a timely and professional manner.
2. Provide accurate information about SelfUpGrad's academic programs, services, and policies to assist customers effectively.
3. Troubleshoot technical issues and escalate complex problems to the appropriate teams for resolution.
4. Handle customer complaints with empathy and strive to find satisfactory solutions to ensure customer retention and satisfaction.
5. Maintain detailed records of customer interactions and transactions using CRM software.
6. Collaborate with cross-functional teams including product development, sales, and marketing to address customer needs and improve the overall customer experience.
7. Continuously update knowledge of SelfUpGrad's academic programs and services to better assist customers and provide informed support.

Requirements:

1. Bachelor's degree in Business Administration, Communications, or related field preferred.
2. Proven experience in customer support or a similar role, preferably in the academic education industry.
3. Excellent communication skills, both verbal and written, with a strong command of English and any other regional languages.
4. Ability to empathize with customers and maintain professionalism in challenging situations.
5. Strong problem-solving skills and attention to detail.
6. Proficiency in using CRM software and other customer support tools.
7. Ability to work independently and as part of a team in a fast-paced environment.
8. Flexibility to work in shifts, including evenings and weekends, as needed.
9. English communication is a must.
10. Soft-communication is mandatory as the applicant has to deal with school students and their parents.

Perks and Benefits:

1. Competitive salary package commensurate with experience and skills.
2. Health insurance coverage for employees
3. Flexible work hours and opportunities for remote work.
4. Professional development and training opportunities to enhance skills and knowledge.
5. Employee assistance programs for mental health and well-being.

SelfUpGrad is an equal opportunity employer and values diversity in the workplace. We encourage candidates from all backgrounds to apply.

How to Apply:
Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications to hr@selfupgrad.com or hr@techmier.com. Please mention "Customer Support Executive" in the subject line of your email. Only shortlisted candidates will be contacted for further evaluation.