Job Details

Description :

Our partner, a technology-enabled education service providerEnglishHelper is seeking to recruit a customer service executive that will provide support services to customers through different channels such as calls, emails, webchats, etc.

Scope of role includes, but is not limited to:

ï‚· Understand the online e-learning platform of the company, its various features and how it used;

ï‚· Professionally attend and answer any incoming queries through phone calls, webchat, emails etc from the customers.

ï‚· Provide information about products and services to the existing customers if required

ï‚· Resolve customer issues by finding out the right solutions and also escalate issues to seniors, if unresolved

Responsibilities and Duties

Responsibilities

ï‚· Create records of all interactions with the customers, actions taken to resolve the issues;

ï‚· For general and standard queries, create standard answers, create lists of FAQs to be published on the website;

ï‚· Understand, monitor and report customer behaviour on the website. Be obsessed with the customer.

ï‚· Create accurate and streamlined customer response processes to create the best possible customer experience.

ï‚· Coordinate with various product and business heads to resolve all customer queries.

Requirements :

Qualifications and Skills

Experience

ï‚· Minimum Experience of three to four years of experience the Customer relationship and response management.

ï‚· Experience in working for an online brand / e learning company is preferred.Skills

ï‚· Have in-depth knowledge of customer behaviour and customer response management.

ï‚· Fluent English reading, speaking and writing skills

ï‚· Minimum 1-year experience in interacting with customers and resolving their issues;

ï‚· High level of patience and politeness;

ï‚· High self-confidence, willpower and good dressing sense

ï‚· Advanced knowledge of Ms Office (Excel, word, power-point)