Customer Support Executive

Job Description:

Customer Support Executive

Experience: 1 - 2.5 years

Department: Student Support / Customer Support

Industry: EdTech

Work Schedule: Rotational Day Shifts

Week Offs: Rotational

About the Role:

ExcelR EdTech is looking for a proactive and customer-focused Support Agent to join our support team. The ideal candidate should have hands-on experience in handling customer/student queries through calls, emails, and chats, along with the ability to manage multiple tasks efficiently.

Key Responsibilities:

• Handle customer and student queries through phone calls, emails, and chat support.
• Provide accurate and timely resolutions to customer/student concerns.
• Manage and update customer information, tickets, and interactions in CRM systems.
• Follow up on unresolved queries and ensure timely closure of support tickets.
• Coordinate with internal teams to resolve customer issues when required.
• Maintain accurate records of customer interactions and resolutions.
• Prioritize and manage multiple queries simultaneously while maintaining service quality.
• Follow established support processes, escalation procedures, and service standards.
• Identify recurring issues and communicate them to the relevant teams for improvement.
• Ensure a positive customer experience during every interaction.

Required Skills & Qualifications:

• 12.5 years of experience in customer support, student support, or a similar role.
• Hands-on experience working with CRM/ticketing systems.
• Excellent verbal and written communication skills.
• Comfortable handling calls, emails, and chat simultaneously.
• Strong multitasking and time-management abilities.
• Good problem-solving and interpersonal skills.
• Ability to work in a fast-paced and target-oriented environment.
• Strong attention to detail and ability to maintain accurate records.
• Willingness to work in rotational shifts and rotational weekly offs.