Associate, Customer Service

About the Role

The Associate - Customer Service - Voice Process at Panacorp Software Solutions is responsible for client communication and providing assistance related to PhD services.

Key Responsibilities

• Respond to inbound calls and emails from potential or existing clients (PhD students, researchers, or universities) to provide information regarding PhD assistance services.
• Offer guidance on the PhD assistance process, including topic selection, research methodology, data collection, thesis writing, or editing.
• Resolve client queries, provide clarity on the steps involved, and help clients understand how the service can assist in their academic journey.
• Update clients on the progress of their PhD-related tasks and maintain clear communication about deadlines, submission dates, and milestones.
• Communicate information about various services (editing, proofreading, writing, data analysis, etc.) offered by the organization.
• Direct clients to relevant resources or offer suggestions regarding academic research, structure, and writing techniques.
• Guide clients through research tools, referencing styles (APA, MLA, etc.), and citation methods.
• Ensure clients adhere to timelines and remind them about important deadlines (for submitting drafts, final papers, or revisions).
• Follow up with clients to check their satisfaction with the service and gather feedback for improvements or issues.
• Handle any issues or concerns raised by clients, such as delays, misunderstandings, or service quality concerns, offering quick and efficient resolutions.
• Act as the first point of contact for escalations and work with internal teams to address complex concerns.
• Update and maintain accurate client records, including service usage, progress, and communications.
• Record customer interactions, complaints, or feedback in the CRM system.
• Collaborate with other teams (such as research experts, writers, or editors) to provide solutions and ensure academic needs are met.
• Share client-specific information with the concerned team to provide tailored assistance.
• Explain different PhD assistance service packages and help clients choose the right package according to their needs and budget.
• Ensure information provided is accurate, up-to-date, and aligns with academic best practices.
• Offer a high level of service to clients, maintaining professionalism and ensuring client satisfaction.
• In some cases, generate leads, promote PhD assistance services to potential clients, and convert inquiries into sales.

Requirements & Tech Stack

• Strong Communication Skills: Ability to clearly articulate information, listen attentively, and explain complex academic topics.
• Customer Service Focus: A helpful and patient demeanor.
• Knowledge of Academic Research: Familiarity with the PhD research process, academic writing, and referencing.
• Problem-Solving Skills: Proactive and resourceful in resolving client issues.
• Organizational Skills: Managing client information, follow-ups, and maintaining an organized schedule.
• CRM system