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.

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Handle L2 and L3 escalations (Calls/Chats/Emails/Groups) effectively and ensure proper resolution.

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Fetch and review Daily Productivity Reports for pending tickets and queries.

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Audit tickets and escalations regularly and provide constructive feedback to executives for improvement and to ensure FRR.

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Conduct Long Absenteeism and Withdrawal Analysis.

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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.

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Collate records of renewals and recent admissions.

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Run and track broadcast campaigns through CRM.

📌 SME-Customer Support (Gurugram)
🏢 Cyboard School
📍 Gurugram