Job Overview: We are looking for dedicated and proactive Customer Support Managers who will communicate with schools on a daily basis and resolve all their challenges by working collaboratively with our team. The ideal candidate will be a robust communicator, capable of handling multiple tasks, and committed to providing exceptional support to our partner schools.
Key Responsibilities:
1. Daily Communication:
- Act as the primary point of contact for partner schools, addressing their queries and concerns promptly.
- Maintain regular communication with schools to ensure their needs are met and they are satisfied with our services.
1. Problem Resolution:
- Work closely with internal teams to resolve any issues faced by schools, ensuring timely and effective solutions.
- Document and track all customer interactions and resolutions to identify trends and areas for improvement.
1. Team Collaboration:
- Collaborate with curriculum developers, operations, and sales teams to ensure a cohesive approach to customer support.
- Participate in team meetings to share insights, updates, and feedback from schools.
1. Customer Relationship Management:
- Build and maintain strong relationships with school administrators and educators.
- Gather and analyze feedback from schools to improve our products and services.
1.
Process Improvement:
- Identify opportunities to streamline and improve customer support processes.
- Implement best practices for customer support to enhance efficiency and effectiveness.
1. Reporting and Documentation:
- Generate regular reports on customer support activities and outcomes.
- Maintain accurate and detailed records of all customer interactions and issues.
Key Skills and Qualifications:
- Bachelors degree in Education, Communications, Business, or a related field.
- Proven experience in a customer support or customer relations role, preferably within the education sector.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and manage multiple tasks simultaneously.
- Proficiency in using customer relationship management (CRM) software and other communication tools.
- Customer-oriented mindset with a commitment to providing exceptional service.
- Strong organizational and time management skills.
Preferred Qualifications:
- Experience in managing customer support for educational institutions or curriculum development organizations.
- Familiarity with the CBSE, ICSE, IB, and Cambridge educational boards.
- Knowledge of multiple languages is a plus.