Relationship Manager
Teacher Engagement:
- Handling 100+ teacher queries over calls, email and chat on daily basis, with 100% resolution rate
- Providing assistance in calendar management, arranging parent-teacher feedback session, update related to new changes in policy, contract renewals etc.
Student Concierge:
- Handling inbound/outbound calls on domestic & international basis, chat, and email support to the students.
- Help in onboarding of new customers, management of accounts, credit check, renewal assistance, handling general enquiries, arranging teacher-parent meeting, conducting surveys and taking feedbacks on weekly or monthly basis and maintaining healthy TAT.
- Remote L1 troubleshooting assistance, calendar management, software & application updates etc.
- Uploading & managing necessary data over Google drive.
Welcome Call Team:
- Handling laptop dispatch and managing inventory as well, to cater needs of new enrolled as well as upcoming users.
- Performing the basic setup for new laptops, installing & configuring the required software & hardware devices for smooth continuation of the classes.
- Performing the basic checks for the system configuration, internet connectivity & speed, hardware compatibility etc.
User Research:
- Leading team of 5-10 people wherein team organizes free classes before product launch and taking feedback post class completion.
- Category creation of the data, uploading the data in right folders over Google drives & cloud storages, proper backups creation.
- Implementing proper protocols & authentication measures, allowing access to advised officials for data visibility.
- Checks for potential users, creation & transfer of tickets to designated team in order to act accordingly.