Customer Support Associate

Role Overview: As a Customer / Student Support Associate in the Working Professional BU based in Mumbai (Andheri-Marol) with a salary of 4.5 LPA, you will be part of the Student Success team. Your main responsibility will be handling learner queries through the Freshdesk ticketing system and live chat to ensure prompt resolution and maintain a high level of satisfaction for learners throughout their journey. Key Responsibilities: - Handle incoming learner queries via Freshdesk (tickets) and live chat platforms - Ensure timely resolution of issues meeting SLA, CSAT, and quality benchmarks - Maintain professionalism and clarity in all learner communications - Collaborate with internal teams for issue resolution and escalations - Accurately log and track interactions in the CRM system - Deliver a seamless and positive learner experience across every interaction - Work in rotational shifts, including weekends and public holidays, as required Qualification Required: - Excellent written and verbal communication skills - Strong problem-solving and interpersonal abilities - Time management skills with the ability to multitask under pressure - Familiarity with Freshdesk or other ticketing tools (preferred) - Proficiency in MS Office or Google Workspace tools,