Role Summary The CX Executive is the face and the follow-up engine of the CX function. Students and parents reach NIAT through WhatsApp, email, calls, and the apps; the CX Executive picks up those contacts, logs each one in the helpdesk under the right category, and routes it to the right point of contact and resolvers.

The work then continues: the Executive follows up on every ticket with the resolving team and keeps the student or parent informed, until the ticket is closed within its SLA. If a ticket is about to breach its SLA, the Executive escalates it to the CX Head. The job needs clear communication, discipline in logging and follow-up, and care for the student or parent on the other end of the ticket.

How the CX Process Works The ticket flow the Executive will work in (illustrative; to be finalised during the helpdesk set-up):

- Ticket arrives through any channel WhatsApp, email, phone calls, or the apps either via a CX agent or directly to the owner of the category
- Log and classify — the agent logs it in the helpdesk, captures the student or parent details, and picks the right category (about 24 categories to start, across student and parent needs)
- Route to the owner — each category has a point of contact (POC) plus a first and second resolver in the resolving function; the ticket goes to them with a clock started against the SLA
- Resolve — the resolving team works the ticket inside the helpdesk (web or mobile app) and records the resolution
- Follow up — the CX agent chases every open ticket with the POC and resolvers until it is closed, and keeps the student or parent informed
- Escalate on breach — if the SLA is about to be missed or is breached, the ticket escalates to the CX Head, who drives it to closure with the function head




- Close and learn — the ticket is closed with a confirmed resolution and feedback; repeat tickets and root causes feed the playbook and the process improvements agreed with the resolving functions, so that fewer tickets come in

Key Responsibilities

- Channel coverage — handle incoming contacts across WhatsApp, email, phone, and the apps, in line with shift and coverage plans
- Ticket logging — log every contact in the helpdesk with complete and accurate details — student or parent identity, campus, category, priority, description, and attachments — so that nothing is handled outside the system
- Classification and routing — pick the right category using the playbook and send the ticket to the POC and resolvers for that category; ask the right questions at the start so that resolvers do not have to go back for details
- Follow-up until closure — chase every open ticket with the POC and resolvers, check progress daily, and keep the student or parent updated; do not let any ticket sit without an owner or an update
- SLA watch — monitor SLA timers and ageing; flag tickets at risk early and escalate to the CX Head when an SLA is about to be breached or has been breached
- First-level resolution — resolve simple queries immediately using the playbook and knowledge base, without sending them to a resolver
- Closure and confirmation — confirm the resolution with the student or parent before closing, record the outcome, and send the feedback request




- Communication quality — communicate with students and parents in a clear, polite, and accurate way, and follow scripts and tone guidelines; handle upset callers calmly
- Playbook inputs — note repeated issues, unclear categories, missing answers, and process gaps, and share them with the CX Head to improve the playbook and the processes
- Reporting — prepare the daily list of open, ageing, and breached tickets and contribute to weekly CX reports
- Learning — learn the processes of the resolving functions and keep up with updates to policies, SLAs, and the playbook

Who We're Looking For

- 1–4 years of experience in customer support, helpdesk, or service operations; freshers with strong communication and discipline can be considered [TBD]
- Comfortable handling WhatsApp, email, and phone support, and using a helpdesk or CRM tool
- Explicit written and spoken English and Hindi; fluency in regional languages is an advantage
- Patient and polite, especially with upset students and parents; can stay calm and professional
- Organised and persistent; follows up without being reminded
- Fast, accurate typing and note-taking; attention to detail in logging
- Comfortable working with shifts or extended coverage hours if required
- Willing to learn the processes of many functions

Good to Have

- Experience in ed-tech, education, or student-facing support
- Experience with Freshdesk, Zendesk, Zoho Desk, or similar helpdesk tools
- Experience with WhatsApp business tools and chat support
- Experience in escalation handling or admissions support

Growth Path A strong track record in follow-up, SLA adherence, and student and parent satisfaction creates a path to senior CX executive, team lead, and category-owner roles within CX [TBD by leadership].

📌 CX Executive (Hyderabad)
🏢 Nxtwave Disruptive Technologies
📍 Hyderabad