Responsibilities

nHandle student/learner queries through chat, email, inbound calls, and outbound calls.

nResolve complex queries related to courses, classes, schedules, payments, access, onboarding, assessments, certificates, and other operational concerns.

nProvide accurate, quick, and professional resolutions while maintaining high customer satisfaction.

nConduct outbound calls for onboarding, follow-ups, pending actions, feedback collection, issue resolution, and student engagement.

nAssist recent students throughout the onboarding process, ensuring they understand course structure, platforms, learning resources, and next steps.

nProactively identify potential student issues and provide timely assistance to prevent escalations.

nMaintain detailed records of student interactions, complaints, resolutions, and follow-ups in CRM/ticketing systems.

nCoordinate with internal teams such as Academic, Operations, Sales, Finance, Tech/Product, and Faculty to resolve student concerns.

nTake ownership of cases from initial contact through final resolution.

nFollow defined SOPs, SLAs, quality standards, and escalation processes.

nTrack unresolved issues and conduct regular follow-ups until closure.

nMaintain accurate documentation and update knowledge bases/FAQs based on recurring student issues.

nHandle escalated or sensitive student concerns with empathy, professionalism, and robust problem-solving skills.





nIdentify recurring problems and share feedback with relevant teams to improve the overall learner experience.

nChannel Responsibilities

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nChat Support

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nManage multiple student conversations simultaneously.

nProvide fast and accurate responses.

nTroubleshoot basic technical and operational issues.

nMaintain professional communication and response-time targets.

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nCall Support – Inbound

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nHandle incoming student calls.

nUnderstand the issue, troubleshoot, and provide first-contact resolution wherever possible.

nEscalate cases requiring intervention from other departments.

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nOutbound Calling

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nCall students for onboarding and activation.

nFollow up on pending documentation, payments, classes, or support cases.

nConduct feedback and satisfaction calls.

nRe-engage inactive students and address barriers affecting their learning journey.

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nEmail Support

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nRespond to student queries with explicit and structured communication.

nInvestigate issues before responding rather than providing generic resolutions.

nQualifications

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- At least 1 - 3 years' of relevant work experience
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- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
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- Ability to multi-task, organize, and prioritize work
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- Graduation is Mandatory
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📌 Customer Service Representative (Noida)
🏢 UNIVO Education
📍 Noida