Executive Administrative Assistant

As a Support Executive at our company, your main responsibility will be managing customer and learner queries efficiently. You will also be in charge of implementing and maintaining a support tool such as a CRM or ticketing system to ensure a seamless service experience. Key Responsibilities: - Act as the first point of contact for customer and learner queries via phone, email, or chat. - Provide accurate information, troubleshoot issues, and escalate when necessary. - Lead the rollout and configuration of the support/ticketing tool. - Maintain the system with updated workflows, FAQs, and automation rules. - Track, resolve, and close tickets within defined SLAs. - Keep logs of frequent issues and solutions, converting them into FAQs. - Generate reports on query volumes, response times, and resolution rates. - Make suggestions for process improvements to enhance customer experience. Desired Skills: - Patience to handle customer queries effectively. - Empathy towards customer requirements and issues. - Strong problem-solving and communication skills. - Ability to manage multiple queries and streamline support workflows. Qualifications: - Bachelor's degree in any discipline. - Minimum of 3 years of experience in customer/student support or operations. - Hands-on experience with support/ticketing tools like Freshdesk, Zoho Desk, Zendesk, or similar is desirable.,