SME-Customer Support

Key Responsibilities

• Coordinate with academic, operations, LMS, and customer support teams to ensure seamless workflow.
• Analyze performance metrics, identify gaps, and implement corrective action plans.
• Ensure timely resolution of queries while maintaining high customer satisfaction standards.
• Handle L2 and L3 escalations (Calls/Chats/Emails/Groups) effectively and ensure proper resolution.
• Fetch and review Daily Productivity Reports for pending tickets and queries.
• Audit tickets and escalations regularly and provide constructive feedback to executives for improvement and to ensure FRR.
• Conduct Long Absenteeism and Withdrawal Analysis.
• Create login credentials for new students and complete student onboarding processes (Third Language, Hindi/English Parallel, Club Activities), including sending forms to parents and ensuring timely follow\-ups.
• Collate records of renewals and new admissions.
• Run and track broadcast campaigns through CRM.

Workplace TypeIn\-Office

Employment TypeFull\-time

Experience Levelassociate

Monthly Compensation INR 30,000 \- 35,000

Work Experience (years)1 \- 4 years

EducationBachelor's Degree

Skills

credentialsabsenteeismcustomer supportescalations managementcustomer satisfactioncustomercrmcampaignsescalation resolutionconstructive feedback