Customer Service Specialist

2 years

0 Lacs

Posted:8 hours ago| Platform: Linkedin logo

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Work Mode

On-site

Job Type

Full Time

Job Description

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

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