Radhika Roychowdhury

• Dealing with clients and customers.
• Solving the complaints, queries and feedbacks of customers through emails, chats as well as through calls.
• Escalating or forwarding the complaints, queries and feedbacks to concerned departments.
• GIving FCR (First contact resolution) to customers and clients.

Managing all the inhouse students, lead databases, solving queries of students, coordinating with faculties, sending messages to leads, checking OMRs, operations along with stock management, dealing with sulekha, urbanpro for leads, handling social media accounts and LMS (Learning Management System).

• Handling escalations or complex queries
• Coordinating between front-end agents and backend teams
• Ensuring standard operating procedures (SOPs) are followed
• Supporting process transition or migration tasks