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Zell Education
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Deputy Team Lead B2B

Deputy Team Lead B2B

Zell Education

2 - 4 years

2 - 5 Lacs

bengaluru

Posted:None| Platform:

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Skills Required

ticketing b2b sales senior management process improvement customer service management individual contributor service quality crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview:As a Deputy Team Lead in our Customer Service team, you will play a crucial role in managing andenhancing the student experience. This role is an individual contributor position focused on directlyhandling high-value student escalations, improving service quality, and ensuring timely resolution ofstudent queries and concerns.Roles & Responsibilities:

Handling client concerns/escalations proactively and promptly.
Cross-vertical coordination across teams like Academics, Sales, Product, Finance.
Act as a single point of contact for all student concerns and queries for assigned clients.
Manage end-to-end resolution within defined SLAs while ensuring high satisfaction scores.
Liaise with internal teams (academic, tech, operations) to close student issues efficiently.
Analyze student feedback and identify areas for process improvement.
Maintain CRM records, ticketing systems, and update case logs accurately.
Proactively engage with students to ensure ongoing satisfaction and retention.
Monitor key customer service metrics and report weekly insights to senior management. sales teams. Provide training interventions, feedbacks in coordination with the Product team
Prior experience in handling a team.

Requirement:

Minimum 2 4 years of experience in handling and servicing B2B clients and students, preferably fromthe Education or a any service driven industry.
Strong interpersonal and communication skills (spoken and written).
Ability to multitask and manage pressure in a fast-paced environment.
Problem-solving mindset with a customer-first attitude.
Basic proficiency in CRM tools (Zoho, Freshdesk, or similar platforms).
Open to travel

Business Growth (B2B)

Job Type - full-time

Location - Bangalore

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Zell Education

Education Technology

Bangalore

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Deputy Team Lead B2B