Job Description

We at LawSikho are seeking a dedicated ; enthusiastic 'Support Associate' to join our team.

Company website: https://lawsikho.com/ , https://skillarbitra.ge//

Key Responsibilities:

1. Respond promptly and effectively to student inquiries through various channels including email

and phone.

2. Provide accurate information about courses, policies, and procedures. Maintain a high level of

professionalism and empathy in all interactions with students.

3. Proactively reach out to students to understand and address their concerns. Monitor and

evaluate student feedback and ratings to identify areas for improvement in the support process.

4. Proactively address and resolve student complaints and concerns. Focus on achieving high

Customer Satisfaction (CSAT) scores.

5. Stay up-to-date with the company's course offerings, updates, and promotions. Continuously

educate yourself about the online education industry and relevant trends.

6. Collaborate closely with the product team to address gaps based on student feedback.

Maintain clear and effective communication with students, colleagues, and other teams within the

company.

7. Provide regular updates to students about the status of their inquiries or issues. Conduct

quality checks on interactions with students to ensure consistent service quality. Identify

opportunities for process improvement and suggest solutions to enhance the support experience.

8. Efficiently manage workload and prioritize tasks to meet or exceed established service level

agreements (SLAs) and response times.

9. Keep accurate records of student interactions, issues, and resolutions. Generate reports on

support-related metrics, such as response times, resolution rates, and customer satisfaction

scores.

10. Participate in ongoing training and development programs to enhance product knowledge

and customer service skills. Share knowledge and best practices with fellow support agents.

Collaborate with other support agents and cross-functional teams to ensure a seamless

customer experience.

11. Provide insights and feedback to improve product features and user experience. Ensure

adherence to company policies, guidelines, and industry regulations. Protect sensitive student

information and maintain confidentiality.

12. Be prepared to handle crisis situations or service disruptions following established protocols

and communication procedures.

Who can apply:

1. Candidates with minimum 1 year of experience.

Other requirements:

? Bachelor's degree in business administration or relevant field (Undergraduates can also apply).

? A minimum of 1 to 2 years of proven experience in a customer support position.

? Excellent English communication (both written and spoken).

? Proficiency in Google Sheets and Docs and customer support software.

? Outstanding written and verbal communication skills.

? Good understanding of management practices and techniques.

Job Type: Full-time

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

Work from home
Schedule:

Day shift Night shift
Education:

Bachelor's (Preferred)
Experience:

Customer service: 1 year (Required)
Language:

English (Required) Hindi (Required)
Work Location: Remote