Customer Care Associate

About the Role

BrightCHAMPS is a global edtech company focused on bridging the gap between traditional education and the real-world skills children need to succeed. The platform offers expert-designed courses in Coding, Financial Literacy, Math, Robotics, AI, Communication, and more, serving learners in over 30 countries and delivering 200,000+ live classes each month.

The Customer Care Associate (Night shift WFO) is a full-time, on-site role based in Bengaluru. This position involves handling inbound and outbound customer interactions across phone, email, and chat, addressing inquiries related to courses, schedules, payments, and platform usage.

Key Responsibilities

• Resolve customer issues promptly.
• Document customer interactions.
• Escalate complex cases when needed.
• Follow up to ensure resolution and customer satisfaction.
• Monitor customer feedback and share insights with internal teams.
• Help improve processes and service quality.
• Adhere to performance metrics and service-level standards.

Requirements & Tech Stack

• Proficiency with CRM tools, ticketing systems, and basic computer applications (e.g., MS Office, web-based platforms).
• Night shift work with reliable availability and adherence to scheduled working hours.

Qualifications

• Strong customer service and customer support skills, with a focus on building trust and rapport.
• Ability to drive customer satisfaction through empathetic listening, problem-solving, and proactive follow-up.
• Excellent communication skills, including clear spoken and written English and professional etiquette.
• Solid analytical skills to interpret customer issues, identify root causes, and suggest practical solutions.
• Prior experience in customer care, call centers, or edtech/education services is preferred.