Responsibilities:

- Respond promptly and professionally to inquiries from learners, category teams, and internal stakeholders through various communication channels.
- Strive to achieve high levels of Customer Satisfaction (CSAT) by providing accurate, empathetic, and timely responses.
- Gather and analyze information to understand the nature of inquiries, providing relevant solutions or recommendations.
- Collaborate with cross-functional teams, including Sales, Category, Product, and Business teams, to address issues and streamline processes.
- Monitor and meet performance metrics such as response time, resolution time, and CSAT targets.
- Identify recurring issues and proactively suggest improvements to enhance support processes or product features.
- Stay updated with Unacademys products, courses, and policies to offer informed and accurate responses.
- Maintain detailed and organized records of learner interactions and resolutions.





Requirements:

- Bachelors degree in any discipline.
- Proven experience in customer service or escalation handling, preferably in a fast-paced environment.
- Strong communication skills, both written and verbal, with the ability to build rapport with learners and stakeholders.
- Proficiency with tools such as Freshdesk, Tableau, MS Office, and CRM systems.
- Analytical mindset with the ability to interpret data and drive insights for informed decision-making.
- High attention to detail, multitasking abilities, and robust organizational skills.
- Self-motivated, proactive, and committed to delivering exceptional customer experiences.
- Adaptability to changing priorities and deadlines.
- Prior experience in the EdTech sector is a plus.

📌 Customer Support Associate (Bengaluru)
🏢 Unacademy
📍 Bengaluru