Role & responsibilities :

- To manage incoming & outgoing calls (~70-80/day) / chats (~300-400/day) / emails (~40-50/day) professionally, resolve learners' queries, generate leads on calls/chats/email

- Provide accurate, valid, and complete information by using the right methods/tools; & resolve all types of queries

- Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem

- Providing appropriate solutions and alternatives within the time limits and following up to ensure the resolution

- Identify and assess learners' needs to achieve satisfaction. Meet personal/team sales targets and call/email handling quotas

- Keep records of customer interactions, process customer accounts and file documents





- Raising Requests to cross-functional teams and following up to resolve the issues within TAT

- Follow calling procedures, guidelines, and policies. Maintain call/chat/email quality by adhering to all quality audit parameters, Go the extra mile to enhance the learner experience

- Versatile for shift timing (late night shifts). Work from the office (6 days a week)

Preferred candidate profile

- Strong communication (written and verbal)

- Problem solving and Multitasking

- Decision making

- Understanding customer needs

- Teamwork & collaboration

- Accountability & ownership

- Language (No MTI): English and Hindi

📌 Associate Inbound Sales (Ahmedabad)
🏢 upGrad
📍 Ahmedabad