About Music Pandit:

At Music Pandit, we believe music education is more than learning notes—it’s about building confidence, discipline, and a lifelong love for creativity.

We offer online music classes for kids of all skill levels, spanning vocal training, instrumental lessons, choir programs, and summer camps. Music Pandit isn’t just a school. It’s where children discover their voice.

Our USP:

Our expert teachers use child-friendly, interactive methods that make every class engaging and meaningful — whether your child is picking up an instrument for the first time or refining an existing skill.

Mode: Onsite | Full-Time.

Role Summary

The Customer Support Executive is the first point of contact for parents and students. The role handles day-to-day queries on courses, class schedules and access, resolves first-level issues, and routes anything complex to the right internal team. Success in this role is measured by response speed, resolution quality, accurate records and parent satisfaction.

Key Responsibilities

1. Parent & Student Query Handling (Core)

- Respond to parent and student queries on courses, syllabus, class schedules, holidays and exam dates across phone, email, WhatsApp Business and the helpdesk.
- Use approved FAQs and response templates to give clear, accurate answers.
- Log every interaction in the CRM/ticketing tool with category, priority and resolution notes.
- Share routine updates on schedule changes, term calendars, PTMs and school events as directed by the team lead.

2. Class Support & Attendance Follow-up (Core)

- Send class reminders, joining links and pre-class requirements to students.
- Track daily attendance and follow up on absences and missed classes.
- Book make-up or reschedule slots as per the current timetable.
- Report students with repeated absence or low engagement to the team lead.

3. Scheduling Support

- Process reschedule and batch-change requests within the existing timetable.
- Update the shared calendar / scheduling sheet after every confirmed change.




- Inform parents and students of confirmed changes before the effective date.

4. Onboarding & Renewals Support

- Send welcome communication to newly enrolled students and help with first-class setup and platform/LMS access.
- Share programme details and re-enrolment reminders; hand over interested leads to the sales/admissions team.
- Route fee-related queries to Finance and share payment reminders and receipts (without handling cash).

5. Issue Resolution & Escalation

- Resolve first-level issues such as login, access, scheduling and general information queries independently.
- Escalate academic, conduct, billing or withdrawal concerns to the team lead as per the escalation matrix.
- Handle complaints with patience and empathy, and keep the parent updated until the issue is closed.

6. Internal Coordination

- Route requests to faculty, academic coordinators, admissions, finance and admin through the right Slack channels.
- Attend team huddles and share common or repeated queries with the team lead.

7. Records & Reporting

- Keep student contact details, attendance and ticket data accurate and updated daily.
- Prepare the daily query and attendance follow-up report for the team lead.
- Suggest additions or corrections to FAQs and response templates.

8. Feedback Collection

- Send parent and student feedback surveys (post-onboarding, mid-term, end-term) and follow up for responses.
- Flag students with poor attendance, repeated complaints or fee delays to the team lead for retention action.

Tools & Technical Proficiency

Internal communication

Slack (must-have) — channels, threads, mentions, huddles, reminders, status etiquette





Office productivity

Google Workspace and/or MS Office — Sheets/Excel (filters, basic lookups), Docs, Calendar, Forms

CRM / Helpdesk

Hands-on with any CRM or ticketing tool (e.g., Zoho, Freshdesk, HubSpot, LeadSquared)

Learning platforms

Comfort with LMS / school management systems and virtual classroom tools (Zoom, Google Meet, MS Teams)

Parent communication

WhatsApp Business, bulk email/SMS tools, templated communication

Digital fluency

Quick to learn new apps; basic troubleshooting of login, audio/video and access issues for parents/students

Behavioural Expectations

- Parent-first mindset: patient, empathetic and reassuring — especially with anxious or dissatisfied parents.
- Ownership: follows every query through to closure or a clean hand-off; does not leave threads open.
- Clarity: explains schedules, policies and changes in straightforward, unambiguous language.
- Organisation: manages multiple queries, students and follow-ups in a day without missing any.
- Professional boundaries: maintains appropriate, school-approved communication with students and parents at all times.
- Confidentiality & safeguarding: protects student and parent data (in line with the DPDP Act, 2023) and reports any child-safety concern immediately through the designated channel.

Qualifications & Experience

Must-Have

- Graduate in any discipline
- 1–3 years in customer support, student/parent support or a front-desk/helpdesk role
- Excellent spoken and written English; working knowledge of Hindi and/or Kannada
- Working knowledge of Slack and Google Workspace / MS Office
- Experience using a CRM or helpdesk tool

Good-to-Have

- Prior experience in an EdTech, school or coaching environment
- Exposure to LMS / school management systems
- Experience handling fee, admission or renewal queries
- Additional regional languages

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:

- Health insurance
- Provident Fund

Work Location: In person

📌 CSE (Customer Support Executive) (Bengaluru)
🏢 MusicPandit
📍 Bengaluru