Roles & Responsibilities
Handle inbound and outbound email and voice support for learners.
Ensure a customer-centric, empathetic, and solution-oriented approach.
Escalate complaints to the appropriate internal teams when required.
Build long-term, trust-based relationships through professional communication.
Provide accurate, detailed, and comprehensive information using appropriate tools and methods.
Meet individual and team targets related to call handling and ticket resolution.
Offer timely and effective solutions and ensure proper follow-up until closure.
Adhere to defined communication protocols, SLAs, and organizational policies.

Skill Set Requirements:
Robust verbal and written communication skills.
Team player with the ability to perform in a dynamic and high-pressure setting.
Proactive and detail-oriented with solid organizational skills.
Ability to adapt to constant process and operational changes.
Commitment to TAT-based closures and learner satisfaction.

Preferred Tools Exposure:
Ticketing platforms: Freshdesk, Salesforce, etc.
Calling tools: Tata Cloud, Ameyo, or Smartflo.

Language Proficiency (Mandatory):
Hindi and English

📌 Associate Student Success Bengaluru (India)
🏢 upGrad
📍 India