About the Role
Role- Customer Support Associate
Location- Sangamwadi, Pune
Shifts- UK/US Shifts (with cab facility)
Process- Blended (Voice and Chat)
Required experience- 3+ years
Key Responsibilities
Customer Query Management
- Handle pre- and post-transaction queries across multiple channels (email, phone, live chat)
- Provide accurate, timely responses and first-contact resolution wherever possible
- Escalate complex queries to relevant internal teams when needed
- Deliver professional, empathetic, and consistent support in every interaction
- Guide customers — including students — through processes such as submissions, account access, and documentation
- Proactively follow up with customers to gather required information and ensure resolution
Service Excellence & Performance
- Meet and exceed agreed SLAs and KPI...
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