CSE (Customer Support Executive)

• *About Music Pandit:**

At Music Pandit, we believe music education is more than learning notes—it’s about building confidence, discipline, and a lifelong love for creativity.

We offer online music classes for kids of all skill levels, spanning vocal training, instrumental lessons, choir programs, and summer camps. Music Pandit isn’t just a school. It’s where children discover their voice.

• *Our USP:**

Our expert teachers use child\-friendly, interactive methods that make every class engaging and meaningful — whether your child is picking up an instrument for the first time or refining an existing skill.

• *Mode: Onsite \| Full\-Time.**

• *Role Summary**

The Customer Support Executive is the first point of contact for parents and students. The role handles day\-to\-day queries on courses, class schedules and access, resolves first\-level issues, and routes anything complex to the right internal team. Success in this role is measured by response speed, resolution quality, accurate records and parent satisfaction.

• *Key Responsibilities**

• *1\. Parent \& Student Query Handling (Core)**

• Respond to parent and student queries on courses, syllabus, class schedules, holidays and exam dates across phone, email, WhatsApp Business and the helpdesk.
• Use approved FAQs and response templates to give clear, accurate answers.
• Log every interaction in the CRM/ticketing tool with category, priority and resolution notes.
• Share routine updates on schedule changes, term calendars, PTMs and school events as directed by the team lead.

• *2\. Class Support \& Attendance Follow\-up (Core)**

• Send class reminders, joining links and pre\-class requirements to students.
• Track daily attendance and follow up on absences and missed classes.
• Book make\-up or reschedule slots as per the current timetable.
• Report students with repeated absence or low engagement to the team lead.

• *3\. Scheduling Support**

• Process reschedule and batch\-change requests within the existing timetable.
• Update the shared calendar / scheduling sheet after every confirmed change.
• Inform parents and students of confirmed changes before the effective date.

• *4\. Onboarding \& Renewals Support**

• Send welcome communication to newly enrolled students and help with first\-class setup and platform/LMS access.
• Share programme details and re\-enrolment reminders; hand over interested leads to the sales/admissions team.
• Route fee\-related queries to Finance and share payment reminders and receipts (without handling cash).

• *5\. Issue Resolution \& Escalation**

• Resolve first\-level issues such as login, access, scheduling and general information queries independently.
• Escalate academic, conduct, billing or withdrawal concerns to the team lead as per the escalation matrix.
• Handle complaints with patience and empathy, and keep the parent updated until the issue is closed.

• *6\. Internal Coordination**

• Route requests to faculty, academic coordinators, admissions, finance and admin through the right Slack channels.
• Attend team huddles and share common or repeated queries with the team lead.

• *7\. Records \& Reporting**

• Keep student contact details, attendance and ticket data accurate and updated daily.
• Prepare the daily query and attendance follow\-up report for the team lead.
• Suggest additions or corrections to FAQs and response templates.

• *8\. Feedback Collection**

• Send parent and student feedback surveys (post\-onboarding, mid\-term, end\-term) and follow up for responses.
• Flag students with poor attendance, repeated complaints or fee delays to the team lead for retention action.

• *Tools \& Technical Proficiency**

• *Internal communication**

Slack (must\-have) — channels, threads, mentions, huddles, reminders, status etiquette

• *Office productivity**

Google Workspace and/or MS Office — Sheets/Excel (filters, basic lookups), Docs, Calendar, Forms

• *CRM / Helpdesk**

Hands\-on with any CRM or ticketing tool (e.g., Zoho, Freshdesk, HubSpot, LeadSquared)

• *Learning platforms**

Comfort with LMS / school management systems and virtual classroom tools (Zoom, Google Meet, MS Teams)

• *Parent communication**

WhatsApp Business, bulk email/SMS tools, templated communication

• *Digital fluency**

Quick to learn new apps; basic troubleshooting of login, audio/video and access issues for parents/students

• *Behavioural Expectations**

• **Parent\-first mindset:** patient, empathetic and reassuring — especially with anxious or dissatisfied parents.
• **Ownership:** follows every query through to closure or a clean hand\-off; does not leave threads open.
• **Clarity:** explains schedules, policies and changes in simple, unambiguous language.
• **Organisation:** manages multiple queries, students and follow\-ups in a day without missing any.
• **Professional boundaries:** maintains appropriate, school\-approved communication with students and parents at all times.
• **Confidentiality \& safeguarding:** protects student and parent data (in line with the DPDP Act, 2023\) and reports any child\-safety concern immediately through the designated channel.

• *Qualifications \& Experience**

• *Must\-Have**

• Graduate in any discipline
• 1–3 years in customer support, student/parent support or a front\-desk/helpdesk role
• Excellent spoken and written English; working knowledge of Hindi and/or Kannada
• Working knowledge of Slack and Google Workspace / MS Office
• Experience using a CRM or helpdesk tool

• *Good\-to\-Have**

• Prior experience in an EdTech, school or coaching environment
• Exposure to LMS / school management systems
• Experience handling fee, admission or renewal queries
• Additional regional languages

Pay: ₹25,000\.00 \- ₹35,000\.00 per month

Benefits

• Health insurance
• Provident Fund

Work Location: In person