Customer Service Specialist

Designation:

Department:

Location:

Lucknow Defence Offline Center

Experience:

CTC:

Preferred Industry:

Role Overview

The Associate – SST is responsible for providing end-to-end support to students/customers, ensuring smooth processes, timely issue resolution, and a positive service experience. The role involves coordination, communication, documentation, and maintaining service quality standards.

Key Responsibilities

1. Customer/Student Support

• Handle inbound/outbound calls, WhatsApp, emails, and chats.
• Resolve queries related to product, enrollment, classes, payments, or platform usage.
• Ensure high customer satisfaction with quick turnaround.

1. Operational Support

• Assist in onboarding customers/students and guide them through processes.
• Maintain accurate data in CRM/portals.
• Coordinate with internal teams (Sales, Academic, Tech, Finance) for smooth operations.

1. Issue Resolution

• Identify, document, and escalate issues when required.
• Follow up until the issue is resolved and communicate updates to the customer/student.

1. Documentation & Reporting

• Maintain logs, reports, attendance records, call notes, and feedback forms.
• Share daily/weekly updates with the manager.

1. Process Compliance

• Follow SLA, SOPs, and quality guidelines.
• Ensure professionalism, accuracy, and timely execution in all tasks.

Required Skills

• Excellent communication skills (English + Hindi).
• Strong customer-service orientation.
• Basic MS Office/Google Sheets proficiency.
• Ability to multitask and handle pressure.
• Good problem-solving and coordination skills.

Preferred Qualifications

• Graduate/Undergraduate in any field.
• Experience in Ed-Tech, BPO, Telecalling, Counselling, or Service Support (preferred but not mandatory).

Key Competencies

• Ownership & Accountability
• Empathy & Active Listening
• Attention to Detail
• Team Collaboration
• Time Management