Associate

Associate- Customer Care Operations (Edtech)

Company: BrightCHAMPS

Location: Bangalore (Work From Office)

About the Role

BrightCHAMPS is looking for customer-focused and solution-oriented professionals to join our Customer Operations team as a Customer Case Operations. In this role, you will manage customer cases, address queries and complaints, coordinate with internal teams, and ensure timely and effective resolution of customer issues.

Key Responsibilities

• Manage and resolve customer cases, queries, and complaints within defined timelines.
• Handle inbound and outbound customer interactions professionally and efficiently.
• Investigate customer concerns and coordinate with relevant internal teams for resolution.
• Provide accurate information regarding products, services, payments, schedules, and operational processes.
• Monitor open cases, follow up on pending issues, and ensure timely closure.
• Maintain accurate customer records and update case details in CRM or other internal systems.
• Escalate complex or unresolved issues to the appropriate teams.
• Follow company SOPs, quality standards, and customer communication guidelines.
• Meet daily productivity, resolution time, and customer satisfaction targets.

Requirements & Tech Stack

• Personal laptop for official use.
• Familiarity with CRM tools.

Qualifications

• Excellent English communication and customer-handling skills.
• Ability to manage difficult conversations professionally.
• Basic computer knowledge.
• Strong listening, multitasking, and problem-solving skills.
• Prior customer support/BPO experience preferred.
• Freshers with strong communication skills are welcome.

Additional Information

• Working Days: 6 days a week (Saturday and Sunday mandatory)
• Week Off: Rotational week offs on weekdays
• Shift: ROW shift: 10am - 7pm