Customer Service Associate

upGrad is an online education platform focused on delivering industry-relevant programs through immersive, digital-first learning experiences. We aim to create tangible career impact at scale and are seeking passionate individuals to help design programs that keep working professionals sharp, relevant and future-ready.

• upGrad was awarded the Best Tech for Education by IAMAI for 2018-1
• upGrad was also ranked as one of the LinkedIn Top Startups 2018: The 25 most sought-after startups in India
• upGrad was earlier selected as one of the top ten most innovative companies in India by FastCompany
• We were also covered by the Financial Times along with other disruptors in Ed-Tech
• upGrad is the official education partner for the Government of India- Startup India program
• Our program with IIIT B has been ranked #1 program in the country in the domain of Artificial Intelligence and Machine Learning

Roles & Responsibilities -

• To manage incoming/outgoing calls (~50-60/day) and emails (~50-60/day) professionally, resolve learners' queries, generate leads on calls/email
• Provide accurate, valid, and complete information by using the right methods/tools; & resolve all types of queries
• Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
• Providing appropriate solutions and alternatives within the time limits and following up to ensure the resolution
• Identify and assess learners' needs to achieve satisfaction. Meet personal/team targets and call/email handling quotas
• Keep records of customer interactions, process customer accounts and file documents
• Raising Requests to cross-functional teams and following up to resolve the issues within TAT
• Follow calling/email writing procedures, guidelines and policies. Maintain call/ /email quality by adhering to all quality audit parameters, Go the extra mile to enhance the learner experience
• Work from the office (6 days a week)

Skills Required -

• Good communication (written and verbal)
• Problem solving
• Decision making
• Understanding customer needs
• Teamwork & collaboration
• Accountability & ownership

Benefits for candidates -

• Opportunities for career growth and professional development
• Exposure to challenging and rewarding projects
• Competitive compensation and benefits package