AGM/GM - Customer Care - EdTech

AGM/GM Customer Care (Female)

Location- HO, Gurgaon

Exp: 15-20 yrs

Budget budget - 25-30 Lac

Notice 10-30 days

Someone with 15+ years of experience in Customer care and grievances handling, Customer experience in Education institute or edtech company

Key Responsibilities:

Customer Support:

- Respond to inquiries, requests, and concerns from students, parents, and other stakeholders via various communication channels (phone, email, chat, in-person).

- Provide accurate and timely information about educational programs, admission requirements, enrollment procedures, and academic policies.

Issue Resolution:

- Investigate and resolve issues, complaints, or escalations effectively and efficiently, ensuring a satisfactory resolution for all parties involved.

- Collaborate with other departments or personnel to address complex issues.

Enrollment Assistance:

- Assist students and parents in the enrollment process, including application submission, registration, and payment processing.

- Guide students through course selection and program options, offering appropriate recommendations.

Administrative Support:

- Maintain accurate records of customer interactions, transactions, and inquiries using appropriate software and tools.

- Assist in the creation and maintenance of educational materials, brochures, and FAQs to facilitate customer self-service.

Communication:

- Keep customers informed about important updates, deadlines, and changes in educational programs or policies.

- Communicate effectively with colleagues and supervisors, sharing valuable insights and feedback.

Feedback Collection:

- Gather feedback from students and parents to identify areas for improvement and enhancement of educational services.

- Report customer feedback and trends to department leadership for continuous improvement.

Cross-functional Collaboration:

- Collaborate with other departments such as admissions, academic advising, and finance to ensure a seamless and consistent customer experience.

- Participate in training and professional development activities to stay updated on departmental processes and policies.

Qualifications:

- Bachelor's degree in a relevant field (education, Edtech) preferred.

- Proven experience in customer service or a related role.

- Strong communication and interpersonal skills.

- Proficiency in using customer relationship management (CRM) software and other relevant tools.

- Ability to work in a fast-paced environment and handle high-stress situations with composure.

- Attention to detail and problem-solving skills.

- Knowledge of educational programs, enrollment processes, and academic policies is a plus.