Customer Support Executive

Shankar Mahadevan Academy

1 - 3 years

0 Lacs

bengaluru karnataka india

Posted:1 month ago| Platform: Foundit logo

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Skills Required

familiarity with basic excel fluency in english

Work Mode

On-site

Job Type

Full Time

Job Description

We are looking for enthusiastic and empathetic Student Success Executives to join our Student Success Team at CloodOn Musica Pvt Ltd. This role is pivotal in building strong relationships with students and instructors, ensuring their satisfaction, and enabling a seamless learning experience.

Skills/Qualifications:

Excellent verbal and written communication skills
Fluency in English, Hindi, and any regional language
Strong problem-solving and time-management abilities
High levels of empathy and patience
Team player with a proactive mindset
Familiarity with basic Excel
Ability to work independently and manage multiple tasks

Requirements:

Bachelor's Degree (required)
13 years of relevant experience in customer support, education, or service-oriented roles

Responsibilities:

Respond promptly and professionally to incoming student and parent inquiries via phone, email, and WhatsApp.
Coordinate with internal departments (faculty, operations, sales) to resolve student concerns quickly.
Monitor ticket status and ensure timely resolution within agreed SLAs.
Educate students about course features, policies, and any updates.
Follow up with inactive learners to encourage course completion or renewal.
Collect feedback from students and parents, and escalate issues where necessary.
Resolve queries with empathy and a solution-oriented mindset.
Monitor and support student engagement and retention.
Maintain detailed records of all student interactions and resolutions.
Share relevant updates with students and escalate issues when needed.
Contribute proactively to process improvement and internal knowledge sharing.

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