Customer Support Executive

Key Responsibilities

• Respond to student and parent queries through WhatsApp, phone calls, email, LMS, and other communication channels.
• Assist students with LMS, website, mobile application, login, payment, and course-access-related concerns.
• Ensure that class links, schedules, recordings, notes, assignments, and important announcements are shared on time.
• Coordinate with faculty members regarding class timings, cancellations, rescheduling, student doubts, and pending academic updates.
• Maintain proper records of student queries, complaints, follow-ups, and resolutions.
• Regularly follow up with students regarding attendance, pending submissions, mock tests, assignments, and academic progress.
• Contact inactive or irregular students and understand the reason for their absence.
• Escalate serious academic, technical, payment, or behavioural concerns to the General Manager or concerned department.
• Collect regular feedback from students regarding faculty members, classes, study materials, and overall course quality.
• Ensure that student complaints are handled politely, professionally, and within the required timeline.
• Assist students in understanding course policies, batch rules, class guidelines, and examination procedures.
• Support students during admissions, onboarding, batch allocation, course upgrades, and plan-related queries.
• Coordinate with the accounts team regarding payment confirmation, invoices, instalments, and pending fees.
• Maintain confidentiality of student information, contact details, academic records, and payment-related data.
• Update student groups and internal teams regarding important announcements and schedule changes.
• Ensure that no student query remains unanswered or unresolved for an unreasonable period.
• Maintain professional communication and avoid sharing unverified or incorrect information.
• Prepare daily or weekly reports regarding student queries, unresolved concerns, attendance issues, feedback, and follow-ups.
• Perform additional student support and administrative responsibilities assigned by management.