Customer Support Specialist

Job Description

Responsibilities

• Own the end-to-end learner experience by proactively resolving concerns and

delivering exceptional customer delight.

• Handle learner escalations with empathy, professionalism, and a solution

oriented approach to rebuild trust and confidence.

• Engage with dissatisfied or inactive learners to understand their concerns and

work towards retaining and reviving them.

• Drive course renewals by building meaningful learner relationships and

effectively communicating the value of continued learning.

• Collaborate closely with cross-functional teams to ensure timely issue

resolution.

• Identify root causes of recurring learner concerns and share actionable

insights to improve the overall learner experience.

• Maintain accurate records of learner interactions and follow-ups using CRM

and internal tools.

• Consistently meet defined customer experience metrics such as retention,

renewals, response quality, and productivity.

What You Need to Have

• Bachelor’s degree in any discipline.
• 1–2 years of experience in Customer Support, Customer Service, Customer Success, Consumer Experience, or Customer Delight.
• Experience in customer retention, renewals, relationship management, or handling escalations will be an added advantage.
• Proficiency in CRM tools like Salesforce, Freshdesk or similar tools.
• Efficiency in customer communication platforms (chat, email, and calling).
• Experience, or Customer Delight.
• Experience in chat support or customer engagement roles will be preferred.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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