- Manage and resolve customer queries, addressing escalations promptly to ensure timely issue resolution within SLA
- Collaborate closely with cross-functional teams to ensure swift resolution of customer concerns
- Cultivate and expand excellent executive client relationships while building strong internal connections to deliver superior performance
- Triage and prioritize issues based on severity and escalate when necessary
- Identify and assess customer needs to achieve the highest level of satisfaction
- Achieve Key Performance Indicators set by the business
- Operate and maintain customer-related information systems to uphold accuracy and facilitate work progress
- Keep accurate records of customer interactions and transactions
- Provide feedback on customer issues and trends to the management team
- Candidates with 1 to 5 years of experience in service or client relationship management, with excellent English communication skills
- Proficient in verbal and written communication, capable of effectively connecting with existing clients through calls and emails
- Able to communicate professionally and confidently with C-Level Executives
- Possess a persuasive and goal-oriented approach
- Ability to work accurately under stress and meet tight deadlines
- Proactive team player with strong interpersonal skills and a forward-looking attitude
- Good computer navigation and keyboarding skills
- Capable of making timely decisions, exercising good judgment, and taking ownership of assigned objectives
- Responsible for handling high volumes of transactions
- Willingness to work flexible hours, including weekends and rotational weekly offs
- Basic knowledge of business tools like Excel and PowerPoint
- Strong problem-solving skills and the ability to think critically
Customer Support Executive - New Delhi, India - Edfora
Description
About Us
Edfora is an EdTech startup promoted by the founder of the FIITJEE Group. Edfora stands for "Education for All" and pledges to make education inclusive and accessible leveraging the power of technology. Edfora respects high order thinkers and achievers. We have been able to attract impactful performers including the talents that are alumni of IIT, IIM and other top-tier institutes. Our unique ability to innovate comes from a rare combination of rich experience in education domain and cutting edge technology. This empowers us to solve real problems of the education domain, while creating sustainable solutions for the future. Edfora owns a market leading EdTech platform with cumulative 2 lacs+ paid customers and 100+ employees with extraordinary academic outcomes for students, year over an year.
Role Overview:
As a front-line soldier, you will play a crucial role in engaging with our valued clients, building strong relationships, and ensuring their utmost satisfaction through your experience. Your focus will be on handling Inbound/Outbound calls and providing e-mail/chat support to assist customers with using our systems and resolving any technical issues they encounter.
Responsibilities:
Requirement: