Customer Support Associate

About Bhanzu

Bhanzu is reimagining how children learn math, combining deep pedagogy with modern technology.

Role Overview

We are looking for a Customer Support Associate to manage inbound and outbound customer interactions.

Key Responsibilities

• Manage inbound and outbound customer calls in a timely and professional manner
• Proactively follow up on pending issues to ensure complete resolution
• Identify customer needs and provide accurate, solution-oriented responses
• Escalate complex issues appropriately while maintaining ownership
• Follow through with cross-functional teams until customer issues are fully resolved
• Maintain detailed and accurate records in CRM systems
• Meet defined KPIs including CSAT, quality scores, response time, and productivity metrics
• Contribute to continuous improvement by sharing customer insights and feedback

Requirements & Tech Stack

• Excellent verbal communication skills in English and Hindi
• Strong listening, comprehension, and articulation abilities
• High level of empathy, patience, and professionalism
• Ability to manage difficult conversations calmly and confidently
• Strong problem-solving and decision-making skills
• Basic proficiency in CRM tools and computer systems
• Ability to multitask and perform in a fast-paced, target-driven environment

Performance Expectations

• Deliver high Customer Satisfaction (CSAT) scores and consistently positive customer feedback
• Achieve and maintain strong First Contact Resolution (FCR) by resolving customer concerns effectively in the first interaction wherever possible
• Maintain quality, compliance, and call handling standards
• Meet productivity and response time targets

Qualifications

• Prior experience in voice-based customer support or call center environment
• Experience handling high call volumes
• Exposure to ed-tech or service industry is a plus