Role & responsibilities

- Handle inbound and outbound calls, emails, chats, and support tickets from students and parents.
- Resolve academic and non-academic queries related to courses, batches, app usage, payments, and other services.
- Coordinate with internal teams to ensure timely resolution of escalated issues.
- Maintain accurate records of student interactions and support requests in the CRM system.
- Guide students through the enrollment, onboarding, and post-enrollment support process.
- Provide prompt follow-ups on pending concerns and ensure complete issue closure.
- Educate students about available features, policies, and learning resources.
- Monitor service quality and maintain high customer satisfaction (CSAT) standards.




- Identify recurring issues and share feedback with relevant stakeholders for process improvements.
- Adhere to defined SLAs, productivity targets, and quality standards.

Required Skills

- Excellent verbal and written communication skills in English and Hindi.
- Strong problem-solving and customer handling abilities.
- Ability to manage multiple tasks in a quick-paced environment.
- Good interpersonal and active listening skills.
- Basic knowledge of CRM tools and Microsoft Office.
- Strong attention to detail and documentation skills.
- Ability to work in rotational shifts and on weekends, if required.

📌 Student Support Executive (New Delhi)
🏢 PhysicsWallah
📍 New Delhi