Customer Service Associate (CSA)

Customer Support Associate – Roles & Responsibilities

As a Customer Support Associate, you will play a crucial role in delivering a seamless support experience to students, parents, and educators. Your responsibilities will include:

 *Voice Support (Calling)*

* Handle inbound and outbound calls to address customer queries, feedback, and support requests.

* Provide accurate information about courses, schedules, and platform usage.

* Ensure timely follow-ups and resolution of open issues.

*Chat Process*

* Manage live chat interactions with users across the website and app.

* Assist customers with instant query resolution and guide them through the learning platform.

* Maintain courteous and prompt communication at all times.

 *Email Process*

* Respond to customer emails with clarity and professionalism.

* Resolve technical, academic, or administrative concerns through detailed written support.

* Escalate unresolved issues to the relevant teams when necessary.

 *Customer-Facing Testing & Feedback Collection*

* Participate in testing new platform features from a user perspective.

* Provide structured feedback based on customer experience to the product and tech teams.

* Identify common customer pain points and report them for improvement.

 *Reporting & Documentation*

* Maintain logs of all interactions across channels.

* Prepare and share daily/weekly reports on common issues, resolutions, and customer satisfaction.

* Contribute to FAQs and help documents based on recurring queries.

Job Types: Full-time, Permanent

Benefits:

• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Weekend availability

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person