Senior // Customer Service Representative // Night Shift // US

Bhanzu; Bengaluru; In loco; INR 350.000 - 520.000; Tempo pieno

Descrizione del lavoro

Bhanzu is seeking a Senior Customer Service Representative for an on-site Bengaluru role focused on supporting US learners and families during night hours. You will handle inquiries via phone, email, and chat, resolving issues with accuracy and empathy.

You will coordinate with operations, product, and academics, track cases, and monitor satisfaction metrics to drive improved learner experiences while meeting performance targets in a fast-paced environment.

Competenze

• Strong customer-facing skills, including experience as Customer Service Representatives and in Customer Service roles.
• Proficiency in Customer Support activities such as handling queries, troubleshooting issues, and managing escalations.
• Ability to drive Customer Satisfaction through timely resolutions and empathetic communication.
• Experience enhancing Customer Experience across multiple channels (phone, email, chat) and time zones.
• Excellent spoken and written English communication skills, with clear, neutral, and professional tone suitable for US customers.
• Prior experience in night shift or international customer support environments is highly beneficial.
• Strong problem-solving skills, attention to detail, and comfort using CRM or ticketing systems.
• Ability to work on-site in Bengaluru, manage high volumes of interactions, and meet defined performance metrics.
• Bachelor’s degree or equivalent experience in customer service, business, communications, or related fields.
• Interest in education or edtech and a learner-first mindset that aligns with Bhanzu’s mission.

Mansioni

• Handle inbound and outbound customer interactions via phone, email, and chat with accuracy and empathy.
• Resolve queries related to classes, scheduling, payments, and product features; manage escalations when needed.
• Coordinate with internal teams such as operations, product, and academics for complex issues.
• Track cases in customer service tools, maintain detailed records, and monitor satisfaction metrics.
• Provide feedback to improve processes and learner experience; ensure adherence to SLAs and service standards.
• Engage in continuous learning about Bhanzu’s offerings and contribute to a learner-centric support environment.

Conoscenze

Customer-facing skills

Multi-channel support

English proficiency

Empathy and communication

Night shift experience

High-volume handling

CRM / ticketing systems

Time management

Education mindset

Team collaboration

Formazione

Bachelor’s degree or equivalent

Strumenti

CRM software

Ticketing systems

Descrizione del lavoro

Company Description

Bhanzu is transforming how children learn math by combining strong pedagogy with modern technology to build sharper thinking and greater confidence. Founded by Neelakantha Bhanu, the World’s Fastest Human Calculator, Bhanzu serves over 70,000 students in 20+ countries, including the US, UK, Canada, Australia, New Zealand, and the Middle East. The company maintains a global classroom rating of 4.93/5 and is driven by a diverse team of educators, engineers, designers, and creators. Bhanzu’s mission is to make world-class math education universally accessible while nurturing curiosity and self-belief in learners. Headquartered in Bengaluru, the organization is rapidly scaling toward impacting 1 million learners worldwide.

Role Description

This full-time Senior Customer Service Representative role is an on-site position based in Bengaluru and focused on supporting Bhanzu’s learners and families in the US during the night shift. The role involves handling inbound and outbound customer interactions via phone, email, and chat, resolving queries related to classes, scheduling, payments, and product features with accuracy and empathy. The representative will manage complex or escalated issues, ensure timely resolution, and coordinate with internal teams such as operations, product, and academics when needed. Daily responsibilities include tracking cases in customer service tools, maintaining detailed records, monitoring satisfaction metrics, and providing feedback to improve processes and learner experience. The role also requires adherence to service-level expectations, continuous learning about Bhanzu’s offerings, and contributing to a positive, learner-centric support environment.

Qualifications

• Strong customer-facing skills, including experience as Customer Service Representatives and in Customer Service roles.
• Proficiency in Customer Support activities such as handling queries, troubleshooting issues, and managing escalations.
• Ability to drive Customer Satisfaction through timely resolutions and empathetic communication.
• Experience enhancing Customer Experience across multiple channels (phone, email, chat) and time zones.
• Excellent spoken and written English communication skills, with clear, neutral, and professional tone suitable for US customers.
• Prior experience in night shift or international customer support environments is highly beneficial.
• Strong problem-solving skills, attention to detail, and comfort using CRM or ticketing systems.
• Ability to work on-site in Bengaluru, manage high volumes of interactions, and meet defined performance metrics.
• Bachelor’s degree or equivalent experience in customer service, business, communications, or related fields.
• Interest in education or edtech and a learner-first mindset that aligns with Bhanzu’s mission.