Customer Service Executive

Job Description

1. Real-Time Customer Support (Including WhatsApp): Stay actively available on WhatsApp during business hours to respond promptly to customer queries. Provide courteous, accurate, and timely assistance across multiple channels including WhatsApp, email, phone, and live chat. Address customer complaints and provide appropriate resolutions or escalate when necessary. 2. Ticket Logging and Issue Tracking (Zoho Sprints): Log all customer issues and service requests as tickets in Zoho Sprints with clear, detailed descriptions. Track the progress of tickets, update their status regularly, and follow up until resolution. Collaborate with relevant teams (back end operations support, sales) through Zoho Sprints for faster problem resolution. 3. Weekly Chess Tournament Management: Organize and coordinate weekly online chess tournaments for students. Manage registrations, schedules, and platform setup. Provide tournament links and instructions to participants, and ensure smooth execution. Address participant queries before, during, and after tournaments. 4.Student Onboarding: Guide new students through the onboarding process, including account setup, platform access, and class schedules. Share welcome materials, training resources, and help them join relevant WhatsApp or communication groups. Ensure students are fully informed and prepared to begin their chess coaching sessions. 5. Class Monitoring and Reporting: Attend and monitor at least three live chess classes per day. Observe and evaluate coach performance, student engagement, punctuality, and technical issues (if any). Share a daily class report summarizing observations, coach conduct, student participation, and suggestions for improvement. 6. Internal Coordination: Work closely with the coaching team, admin, technical support, and operations for smooth delivery of services. Share recurring issues, feedback, or process suggestions to improve service quality. Show more Show less