Customer Support Associate
Job Description
About the Role:
We are looking for a Customer Support Associate to join our support team. This role is suitable for both freshers and experienced candidates who possess strong communication skills and a customer-first mindset. The selected candidate will be responsible for handling student/customer queries across multiple channels and ensuring a smooth support experience.
Key Roles & Responsibilities:
• Respond to student/customer queries via support emails in a timely and professional manner.
• Handle inbound and outbound calls to resolve student/customer concerns.
• Manage and respond to reviews on platforms such as Google, Play Store, and Trustpilot.
• Conduct follow-ups with Premium students/customers.
• Coordinate with internal teams (Sales, Tech, Finance, Product, etc.) for query resolution.
• Monitor, identify, and troubleshoot basic technical or platform-related issues.
• Handle escalation cases and assist with refund-related queries as per company policies.
• Support daily operations and maintain accurate case documentation.
• Prepare and update basic reports and trackers related to support activities.
• Participate in internal and team collaboration calls.
• Handle ad-hoc or special requirements from other teams as assigned.
• Follow company processes, SOPs, and quality standards.
Required Skills & Qualifications:
• Graduate/Undergrad in any discipline.
• Freshers or candidates with prior customer support experience are welcome.
• Good verbal and written communication skills.
• Ability to handle calls, emails, and basic tools/CRM systems.
• Strong problem-solving and coordination skills.
• Ability to multitask and work in a fast-paced environment.
• Willingness to learn and adapt.
