Whitehat Jr. Recruitment 2023

Job Title: Customer Service Specialist

Company: Whitehat Jr.

Location: Pune, Bazarwadi

Job Description:

Whitehat Jr., a leading EdTech company, is currently hiring a Customer Service Specialist for their Pune location in Bazarwadi. As a Customer Service Specialist at Whitehat Jr., you will play a vital role in providing exceptional customer service and support to ensure a positive experience for students and parents.

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Responsibilities:

1. Customer Support: Respond to customer inquiries and provide timely and accurate resolutions via various communication channels such as phone, email, and chat. Address customer concerns, troubleshoot technical issues, and provide guidance on product usage.
2. Relationship Management: Build and maintain strong relationships with customers, establishing trust and rapport. Understand their needs and requirements, and proactively address any issues or challenges to ensure customer satisfaction.
3. Problem-Solving: Analyze customer issues and find effective solutions within established guidelines and procedures. Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up and resolution.
4. Product Knowledge: Develop a deep understanding of Whitehat Jr.'s products and services. Stay up to date with new offerings, features, and updates to effectively assist customers and provide accurate information.
5. Documentation: Maintain accurate records of customer interactions, inquiries, and resolutions in the company's CRM system. Generate reports and provide insights on customer feedback and trends to the management team.
6. Process Improvement: Identify opportunities for process improvements and provide feedback to enhance the customer support experience. Collaborate with cross-functional teams to implement improvements and streamline workflows.
7. Customer Advocacy: Act as a customer advocate within the organization, ensuring customer feedback is effectively communicated to relevant teams to drive continuous improvement in products and services.

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Qualifications:

• Bachelor's degree in any field.
• Proven experience in customer service or support roles, preferably in an online or technology-driven industry.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Strong problem-solving and decision-making abilities.
• Empathy and patience to effectively handle customer concerns and provide solutions.
• Ability to multitask and work in a fast-paced environment.
• Good organizational and time management skills.
• Proficiency in using CRM software and other customer support tools.
• Flexibility to work in shifts and adapt to changing schedules.