Customer Service Representative
Skills
About This Role
**Department:** Student Support / Operations
**Reports To:** Customer Service Lead / Operations Manager
Job Summary
CLT Academy is looking for a customer-focused **Customer Service Executive** to support learners, parents, and prospects by handling queries across calls, WhatsApp, email, and CRM.
This is an **on-site role** requiring strong communication, problem-solving, and follow-up skills to ensure a smooth student experience from inquiry to resolution.
Customer Support & Communication
- Handle inbound and outbound calls to resolve student/parent queries.
- Respond to WhatsApp, email, and chat inquiries promptly and professionally.
- Provide accurate information about courses, batches, fees, schedules, access, and policies.
- Guide students on app/LMS login issues, course access, and basic troubleshooting.
Ticketing, Follow-ups & Resolution
- Log all interactions and updates in CRM/helpdesk tools.
- Track open requests and ensure closure within defined timelines.
- Coordinate with internal teams (Sales, Academic Counselors, Tech, Trainers) to resolve issues.
- Escalate critical cases while keeping the customer informed.
Student Experience & Retention Support
- Maintain high satisfaction by handling complaints calmly and empathetically.
- Support enrollment-related documentation and payment follow-ups (if required).
- Collect feedback and share recurring issues to improve processes.
Reporting & Process Adherence
- Maintain daily reports: query volume, resolution status, follow-ups pending.
- Follow SOPs, scripts, and quality standards for calls and messaging.
- Ensure data accuracy, confidentiality, and compliance with academy policies.
& Skills
- **Education:** Any graduate (preferred).
- **Experience:** 0–2 years in customer service, support, front office, call center, or education industry (preferred).
- Excellent communication in **English and Malayalam**.
- Strong interpersonal skills, patience, and customer empathy.
- Comfortable with calls, WhatsApp communication, CRM tools, and Excel/Google Sheets.
- Ability to handle pressure and manage multiple tasks simultaneously.
Work Conditions
- **On-site role**; must be available as per assigned shifts/office timings.
- **6 days working.**
- Performance based on service quality and resolution speed.
- This role involves regular communication with learners and parents, including handling sensitive queries; strong empathy and professionalism are required.
Job Type: Full-time
Pay: From AED2,000.00 per month
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