Customer Support Executive

Department: Customer Support
Experience: 1–3 years
Industry: EdTech / Customer Support

Job Summary

We are looking for a Customer Support Executive to handle customer communication, queries, feedback, escalations, and follow-ups. The role involves proactively connecting with students, resolving concerns, coordinating with internal teams, and ensuring a positive customer experience.

Key Responsibilities
- Handle customer/student queries through calls, WhatsApp, email, and other communication channels.
- Conduct follow-up calls regarding onboarding, classes, LMS, assessments, placements, and other services.
- Understand customer concerns and provide appropriate guidance and solutions.
- Manage escalations professionally and coordinate with internal teams for timely resolution.
- Collect and track customer feedback regarding trainers, classes, and overall service experience.
- Monitor Google reviews and coordinate with relevant teams to address customer concerns.
- Contact customers regarding negative reviews, understand the issue,



and follow up after resolution.
- Maintain accurate records and updates in CRM, LMS, Excel/Google Sheets, and internal trackers.
- Prepare daily and weekly reports on calls, queries, feedback, escalations, and resolutions.
- Follow up on pending cases until closure and identify recurring customer concerns.

Requirements
- 1–3 years of experience in Customer Support, Customer Experience, Student Support, EdTech, Telecalling, Relationship Management, or a similar role.
- Excellent verbal and written communication skills.
- Strong interpersonal, listening, problem-solving, and follow-up skills.
- Ability to handle difficult conversations and escalations professionally.
- Valuable working knowledge of Excel/Google Sheets, CRM, LMS, WhatsApp, and email.
- Ability to manage multiple tasks and meet deadlines.

Key Performance Areas

Customer query resolution, response time, escalation handling, follow-up and closure, feedb

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