Associate, Customer Care

About the Role

• Full-time, on-site role based in Bengaluru South.
• Handles customer inquiries and resolves issues across various channels for Rest-of-World markets.
• Ensures a positive and consistent experience for parents, learners, and partners.

Key Responsibilities

• Manage support tickets.
• Respond to customer queries.
• Provide timely updates to customers.
• Escalate complex concerns to appropriate teams.
• Track and document customer interactions.
• Gather customer feedback.
• Collaborate with internal stakeholders to improve processes and customer satisfaction.
• Maintain service standards.
• Meet performance metrics.
• Support new initiatives to enhance customer care operations.

Requirements & Tech Stack

• Comfort with CRM tools.
• Comfort with ticketing systems.
• Comfort with basic MS Office or Google Workspace applications.

Qualifications

• Customer Service and Customer Support skills to manage inquiries, resolve issues, and deliver a high-quality support experience.
• Customer Satisfaction focus to build trust, collect feedback, and ensure positive long-term relationships.
• Analytical Skills to interpret customer data, identify trends, and suggest improvements.
• Strong Communication skills, both written and verbal, for clear and professional interaction with diverse, global customers and internal teams.
• Ability to work on-site in Bengaluru South.
• Ability to collaborate effectively in a fast-paced, cross-functional environment.
• Prior experience in customer care, contact center operations, or edtech/education domains is an advantage.
• Bachelor’s degree or equivalent professional experience in a relevant field such as business, communications, or customer relations.