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 setting.
Solid 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 (India)
🏢 Unacademy
📍 India