Senior Customer Service Associate

Senior Associate – Customer Delight (Customer Support)

Location: Bangalore (Work from Office)

Experience: 4+ Years

About the Rol

eWe are looking for a highly driven Senior Associate – Customer Delight to join our support team. This role requires someone who can effectively manage student queries across multiple channels, drive resolutions with ownership, and contribute to process improvements through data analysis and reporting

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Key Responsibiliti

• esManage student support queries across Freshdesk tickets and Freshchat, ensuring end-to-end ownership from first response to resolutio
• n.Handle routine requests as well as complex and escalated student concerns with empathy and professionalis
• m.Maintain adherence to key support metrics including FRT, TAT, CSAT, and resolution quality benchmark
• s.Conduct proactive follow...