Customer Service Executive - Night Shift @ Aarambh Life Science

Job Description

: We are seeking a highly motivated and experienced Customer Service Executive with a strong background in handling customer escalations within the EdTech industry. As a key member of our customer support team, you will play a critical role in ensuring a positive experience for our users and resolving any issues they may encounter. Key Responsibilities: Escalation Handling: Act as the point of contact for escalated customer issues, providing prompt and effective resolution. Analyze and assess the severity of each escalation and prioritize them accordingly. Collaborate with other departments, such as product development and content teams, to address and resolve complex issues. EdTech Expertise: Possess a deep understanding of the EdTech industry, including knowledge of educational technologies, online learning. platforms, and curriculum. Stay updated with the latest trends and developments in the EdTech space to provide informed assistance to customers. Customer Support: Respond to customer inquiries and provide exceptional support via multiple channels, including phone, email, chat, and social media. Assist customers with account-related issues, technical problems, and general inquiries. Maintain a high level of product knowledge to effectively address customer questions and concerns. Documentation: Document all customer interactions, including escalations, in a clear and organized manner. Create and update knowledge base articles and FAQs to empower customers to find solutions independently. Quality Assurance: Monitor and evaluate customer interactions to ensure adherence to quality standards. Identify areas for improvement in customer support processes and contribute to continuous improvement initiatives. Cross-functional Collaboration: Collaborate with other teams, including sales, marketing, and product development, to share customer feedback and insights for product improvement. Qualifications: Bachelor's degree in a relevant field preferred. Proven experience (X years) in a customer service role, with a focus on handling escalations. Strong knowledge of the EdTech industry and online learning platforms. Excellent communication skills, both written and verbal. Empathetic, patient, and customer-centric approach to problem-solving. Ability to work well in a team and collaborate across departments. Proficiency in using customer support software and tools. Strong organizational skills and attention to detail. Ability to adapt to a fast-paced and dynamic environment

Employement Category:

Employement Type: Full time
Industry: Chemical / Plastic / Rubber / Glass
Role Category: Purchase
Functional Area: Not Applicable
Role/Responsibilies: Customer Service Executive - Night Shift

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Keyskills:   Customer Service Customer Support Documentation Quality Assurance Communication Skills Escalation Handling EdTech Industry Knowledge Crossfunctional Collaboration Organizational Skills