Customer Success Associate

K21 Academy is currently hiring for a Customer Success Associate (CSA) to join our dynamic WFH team. If you're a highly motivated individual with a passion for ensuring customer success, we encourage you to apply for this rewarding position.

Position: Customer Success Associate

Graduation: Please only submit your application if you have graduated after the year 2019

Location: Remote

Salary: As per market standards

Shift: 2 PM- 11 PM IST

 Key Responsibilities:

 1. Learner Engagement:- Reach out to learners to guide them through the program, ensuring they are on track to meet

 their goals.- Address queries and provide timely resolutions through proactive communication.

 2. Support & Follow-ups:- Handle follow-up calls with learners to resolve any pending issues or escalate concerns

 when necessary.- Assist learners with tasks like updating payment information or accessing program

 resources.

 3. Onboarding Assistance:- Help new learners get started by providing an overview of program structure and answering

 their initial queries.

 4. Retention Focus:- Monitor learner activity to identify and address potential drop-offs.- Share resources and motivation tips to maintain learner engagement.

 5. Reporting:- Maintain accurate call logs and learner interaction records in the CRM system.- Share weekly reports with insights on learner feedback and engagement levels.

 Key Performance Indicators (KPIs):

 1. Daily Connected Calls:- Achieve a minimum target of 30 connected calls per shift.

2. Learner Retention Rate:- Measure and maintain retention percentage by addressing learner challenges effectively.

 3. Query Resolution Time:- Average time taken to resolve learner issues should align with organizational benchmarks.

 4. Feedback Collection:- Ensure feedback is gathered from at least 80% of learners contacted.

 5. Upsell Opportunities:- Identify learners interested in advanced courses or additional services and report them for

 upselling.

 6. CRM Management:- Update records accurately and ensure zero errors in reporting.

Required Skills:-

Excellent verbal communication skills.-

Experience in customer-facing roles, preferably in US shifts.-

Proficiency in CRM tools (e.g., Zendesk, Salesforce).-

Ability to handle learner queries empathetically and efficiently.-

Strong problem-solving and multitasking abilities.

This role offers the opportunity to make a real impact by supporting learners in achieving their

 goals while enhancing your customer success expertise