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upGrad
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Learning experience ( Customer Support)

Learning experience ( Customer Support)

upGrad

0 - 5 years

3 - 4 Lacs

ahmedabad

Posted:1 week ago| Platform:

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Skills Required

customer service customer relationship customer support sales customer handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

About Us

upGrad is an online education platform focused on delivering industry-relevant programs through immersive, digital-first learning experiences. We aim to create tangible career impact at scale and are seeking passionate individuals to help design programs that keep working professionals sharp, relevant and future-ready.

Roles & Responsibilities

To manage incoming/outgoing calls (~50-60/day) and emails (~50-60/day) professionally, resolve learners' queries, generate leads on calls/email
Provide accurate, valid, and complete information by using the right methods/tools; & resolve all types of queries
Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
Providing appropriate solutions and alternatives within the time limits and following up to ensure the resolution
Identify and assess learners' needs to achieve satisfaction. Meet personal/team targets and call/email handling quotas
Keep records of customer interactions, process customer accounts and file documents
Raising Requests to cross-functional teams and following up to resolve the issues within TAT
Follow calling/email writing procedures, guidelines and policies. Maintain call/ /email quality by adhering to all quality audit parameters, Go the extra mile to enhance the learner experience
Flexible for shift timing (late night shifts). Work from the office (6 days a week)

Skills Required

Good communication (written and verbal)

Problem solving

Decision making

Understanding customer needs

CTC

4 LPA CTC (Fixed, no variable)

Working days

6 days/week (Rotational weekly off)

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