Customer Service Executive

Job Title: Customer Service Executive

Department: Customer Relationship Management

Location: Square Tower, Bashundhara Goli, Science Laboratory, Dhaka

Salary: 20k-30k

Position Type: Full-time

Experience: 1 Year

Customer Service Executive plays a pivotal role in ensuring our students and partners have a positive and seamless experience with our platform. You will be responsible for handling inquiries, resolving issues, and providing top-notch support to our users. Your primary goal is to maintain high levels of customer satisfaction while representing our brand.

Key Responsibilities:

Customer Support:

• Respond to customer inquiries via email, chat, or phone promptly and professionally.
• Assist users with registration, account management, and technical issues.
• Troubleshoot and resolve user concerns, ensuring a positive resolution.

Product Knowledge:

• Develop a deep understanding of our educational products and services to effectively assist users.
• Stay updated on product updates and changes to provide accurate information**.**

Communication:

• Communicate with clarity, empathy, and professionalism to build trust and rapport with users.
• Follow up with users to ensure their issues are fully resolved.

Documentation:

• Maintain detailed records of customer interactions, issues, and resolutions.
• Provide feedback to the development team regarding recurring technical issues.

Team Collaboration:

• Collaborate with colleagues and cross-functional teams to escalate and resolve complex issues.
• Share insights and suggestions for improving customer support processes.

Quality Assurance:

• Monitor and evaluate customer service interactions to ensure quality and adherence to company standards.
• Identify opportunities for improvement and provide feedback to supervisors.

Customer Feedback:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Suggest enhancements to products and services based on user input.

Qualifications:

• Bachelor’s degree or equivalent work experience.
• Previous experience in customer service or support roles, preferably in an EdTech or e-learning environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving skills and a customer-centric mindset.
• Ability to work in a fast-paced, dynamic environment.
• Proficiency in using customer support software and tools.
• Empathy and patience in dealing with customer inquiries and issues.
• Team player with a willingness to collaborate and learn.

Facilities:

• 100% Subsidized lunch facilities.
• Get free access to masterclasses & training sessions of Interactive Cares. For paid courses, they can get any course amounting to 20,000 BDT.
• The prospect of fast promotions, contingent upon demonstrated performance excellence.
• Opportunity for permanent employment based on exceptional performance and meaningful contribution towards the vision of the organization.
• Opportunities for integrated corporate network development.
• Opportunities to develop relevant skills by means of integrated training offerings.
• Career Direction and Growth.
• In-depth familiarity with relevant facilities management through hands-on experience.