Customer Support Executive

About the Organization:

Headquartered in Chandigarh, PrepLadder is India's largest online learning platform for toughest medical entrance exams. Incepted in 2015 by school friends Dr. Deepanshu Goyal, Vitul Goyal and Sahil Goyal, PrepLadder was initially built to help medical students achieve their dream of cracking the PG examination. We have been acquired by Unacademy in 2020. We aim to provide quality education which is easily accessible to everyone. Our purpose is to ensure that Every student, everywhere, reaches their highest potential Categories we cater in: Medical (NEET PG, FMGE, NEET SS) PrepLadder has close to two million sign ups/1858691 to be precise. Our #Phenomenal strength with core values of Ownership, Transparency, Agility, and a people first culture is what makes us stand apart from the rest. You are encouraged to go through our website and know more about PrepLadder before the interview. https://prepladder.com

Key Responsibilities:

• Customer Interaction: Handle incoming queries through various channels (phone, email, chat, etc.) with a focus on providing timely and accurate solutions.
• Issue Resolution: Investigate and resolve customer complaints and technical issues, escalating complex problems to the appropriate department when necessary.
• Product Knowledge: Maintain a thorough understanding of PrepLadder’s products and services to provide accurate information and guidance to users.
• User Assistance: Assist customers with account management, subscription issues, and navigation of the PrepLadder platform.
• Feedback Collection: Gather and relay user feedback to the product and development teams to help improve the overall user experience.
• Documentation: Accurately document customer interactions and solutions in the CRM system to ensure all issues are tracked and resolved effectively.
• Team Collaboration: Work closely with other team members and departments to ensure a cohesive approach to customer support and continuous improvement.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• Experience: Previous experience in customer service or support roles, ideally in the ed-tech sector or related fields.
• Skills: Excellent communication skills, strong problem-solving abilities, and a customer-centric attitude.
• Technical Proficiency: Familiarity with CRM software and support tools; ability to quickly learn new technologies and systems.