Customer Support Executive

upGrad; Ahmedabad District; On-site; INR 250,000 - 400,000; Full time

Job summary

upGrad is looking for a learner onboarding and support executive in Ahmedabad, Gujarat. The role focuses on guiding enrolled learners, addressing their questions, and coordinating with internal teams to ensure a smooth learner experience after enrollment.

You will conduct outbound calls, explain program schedules, verify platform access, and resolve issues to maintain high learner satisfaction and seamless progress through the courses.

Qualifications

• Strong written and verbal communication
• Ability to solve problems and multitask
• Make decisions to resolve learner issues
• Understand learner needs and expectations
• Collaborate with teams to ensure learner satisfaction
• Be accountable for learner interactions and outcomes
• Proficiency in English and Hindi (no MTI)

Responsibilities

• Conduct outbound calls to enrolled learners and explain program schedules and portal access.
• Verify and facilitate learner access to the learning platform and resolve access issues.
• Provide accurate information and resolve learner queries using established tools and processes.
• Handle learner concerns, identify root causes, and provide timely solutions.
• Follow up on unresolved issues and coordinate with cross-functional teams for timely closure.
• Identify learner needs and contribute to learner satisfaction and referral leads.

Skills

Communication

Problem solving

Multitasking

Decision making

Customer needs understanding

Teamwork

Accountability

English & Hindi

Job description

Job description

Role Overview:

The role focuses on onboarding enrolled learners, addressing their queries, and coordinating with internal teams to ensure a smooth and positive learner experience after enrollment.

Key Responsibilities:

• - Conduct outbound calls daily (~70-80) to enrolled learners and explain program schedules, curriculum, learning portals, and other important details and send onboarding emails to ensure learners receive comprehensive program information.
• - Verify and facilitate learner access to the learning platform and address any miscommunication or miscommitments made during the previous process.
• - Provide accurate information and resolve learner queries using appropriate tools and processes.
• - Handle customer concerns, identify root causes, and provide timely and effective solutions.
• - Follow up on unresolved issues and coordinate with cross-functional teams to ensure closure within the defined TAT.
• - Identify learner needs and enhance overall learner satisfaction.
• - Generate referral leads and contribute to individual and team targets.
• - Maintain accurate records of learner interactions, accounts and relevant documentation.
• - Adhere to calling procedures, quality parameters and organisational policies.
• - Demonstrate flexibility with shift timings and go the extra mile to enhance the learner experience.

Skills Required:

• - Strong communication (written and verbal)
• - Problem solving and multitasking
• - Decision making
• - Understanding customer needs
• - Teamwork & collaboration
• - Accountability & ownership
• - Language (No MTI): English and Hindi