Associate - Customer Service - Voice Process

Roles and Responsibilities:
Client Communication and Assistance: - Responding to inbound calls and emails from potential or existing clients (PhD students, researchers, or universities) to provide information regarding PhD assistance services. - Offering guidance on the process of PhD assistance, such as topic selection, research methodology, data collection, thesis writing, or editing. - Resolving client queries, providing clarity on the steps involved, and helping them understand how the service can assist in their academic journey. Information Handling: - Updating clients on the progress of their PhD-related tasks and maintaining a clear line of communication about deadlines, submission dates, and milestones. - Communicating information about various services (editing, proofreading, writing, data analysis, etc.) offered by the organization. Providing Academic Support: - Directing clients to relevant resources or offering suggestions regarding academic research, structure, and writing techniques. - In some cases, guiding them through research tools, referencing styles (APA, MLA, etc.), and citation methods. Follow-ups and Reminders: - Ensuring clients adhere to timelines and reminding them about important deadlines (for submitting drafts, final papers, or revisions). - Following up with clients to check their satisfaction with the service and gather feedback on improvements or issues that arose during the assistance process. Problem Resolution: - Handling any issues or concerns raised by clients, such as delays, misunderstandings, or service quality concerns, ensuring that resolutions are offered quickly and efficiently. - Acting as the first point of contact for escalations and working with internal teams to address complex concerns. Maintaining Client Records: - Updating and maintaining accurate client records, including service usage, progress, and communications. - Recording customer interactions, complaints, or feedback in the CRM system to ensure efficient follow-up and service quality. Cross-functional Collaboration: - Collaborating with other teams (such as research experts, writers, or editors) to provide solutions and ensure the academic needs of clients are met. - Sharing client-specific information with the concerned team to provide tailored assistance for each student's requirements. Providing Guidance on Service Packages: - Explaining the different PhD assistance service packages available and helping clients choose the right package according to their needs and budget. Quality Assurance: - Ensuring the information provided is accurate, up-to-date, and in alignment with academic best practices. - Offering a high level of service to clients, maintaining professionalism, and ensuring client satisfaction with the assistance received. Sales and Lead Generation: - In some cases, Voice Process Executives may also be responsible for generating leads, promoting PhD assistance services to potential clients, and converting inquiries into sales. Skills Required: - Strong Communication Skills: Ability to clearly articulate information, listen attentively, and explain complex academic topics in an easy-to-understand manner. - Customer Service Focus: A helpful and patient demeanor is essential when interacting with clients in need of academic assistance. - Knowledge of Academic Research: Familiarity with the PhD research process, academic writing, and referencing is beneficial. - Problem-Solving Skills: Being proactive and resourceful in resolving any issues or concerns raised by clients. - Organizational Skills: Managing client information, follow-ups, and maintaining an organized schedule to meet deadlines.