Job Title: Customer Care Intern (Student Care Intern)
Location: Remote
Employment Type: Internship
Duration: 3 – 6 months
Compensation: Rs. 10,000 – Rs. 15,000 per month
About Vedantu
Vedantu is a leading EdTech company revolutionizing the way students learn. Our innovative online platform offers live interactive classes, personalized learning experiences, and world-class educational content. We strive to make quality education accessible and engaging for students across India. Join our team and be a part of a mission-driven organization dedicated to empowering students through education.
About the Role: Customer Care Intern
As a Student Care Intern, you will play a crucial role in ensuring a smooth and satisfying experience for students by addressing their queries and concerns. You will be responsible for handling inbound queries via calls, chats, and emails while maintaining professionalism and enthusiasm. The role requires excellent communication skills, problem-solving abilities, and a student-centric approach.
This is a great opportunity for fresh graduates or students who want to develop their customer service skills in a fast-paced and dynamic environment.
Key Responsibilities: Customer Care Intern
- Handle inbound student inquiries through calls, chats, and emails while adhering to defined Standard Operating Procedures (SOPs).
- Understand and promptly resolve student queries related to course materials, technical issues, payment concerns, and general platform usage.
- Take ownership of student concerns and ensure timely resolution within the given Turnaround Time (TAT).
- Maintain accurate records of student interactions and follow up on unresolved queries to ensure student satisfaction.
- Provide detailed and personalized assistance to students to enhance their learning experience.
- Collaborate with cross-functional teams, including academic counselors, technical support, and operations teams, to resolve complex issues.
- Maintain a professional, empathetic, and friendly approach when dealing with students and parents.
- Identify trends in student concerns and provide feedback to the team to enhance the support process.
- Assist in improving the FAQs and knowledge base to reduce repetitive inquiries.
- Stay updated with the latest changes in Vedantu’s offerings, policies, and technology to provide accurate information to students.
Qualifications & Experience: Customer Care Intern
- Graduate in any discipline (fresh graduates and students in their final year are encouraged to apply).
- 6 months to 2 years of experience in customer support (freshers with strong communication skills are welcome).
- Excellent verbal and written communication skills in English and Hindi (knowledge of additional regional languages is a plus).
- Strong problem-solving skills and ability to think on your feet.
- Ability to work in a fast-paced environment and handle multiple queries simultaneously.
- Proficiency in using customer support software and Microsoft Office tools.
- A student-first mindset with a passion for assisting students in their learning journey.
Why Join Us?
- Opportunity to work in a dynamic and student-focused environment.
- Hands-on experience in customer service and problem-solving skills development.
- Work with a team that values ownership, collaboration, and student success.
- Exposure to the EdTech industry and an opportunity to learn from experts.
- Potential for full-time employment based on performance and business needs.
Interview Questions and Answers: Customer Care Intern
1. Tell us about yourself and why you’re interested in this internship?
Answer: “I am a recent graduate in [Your Degree] and have always been passionate about customer service. I believe education is a powerful tool for change, and Vedantu’s mission aligns with my values. I am eager to apply my communication skills to assist students and ensure they have a smooth learning experience.”
2. How do you handle a difficult student or parent on a call?
Answer: “I remain calm and listen actively to their concerns. I acknowledge their frustration and assure them that I will do my best to resolve the issue. I follow the SOPs to provide solutions, and if needed, I escalate the matter to the appropriate team for a quick resolution.”
3. How do you prioritize multiple student queries at the same time?
Answer: “I assess the urgency of each query based on the impact on the student’s learning experience. Critical issues, such as login failures or payment problems, are prioritized first. I ensure all students receive a response within the defined TAT.”
4. What would you do if you didn’t know the answer to a student’s question?
Answer: “I would let the student know that I am looking into their issue and will get back to them shortly. Meanwhile, I would consult the knowledge base or reach out to a senior team member to find the correct information before responding.”
5. How would you handle a situation where a student is unhappy with the resolution provided?
Answer: “I would empathize with the student and try to understand their concerns. If possible, I would explore alternative solutions that align with company policies. If the issue requires escalation, I would communicate the next steps clearly and reassure them that I am working on their behalf.”
6. Can you describe a time when you resolved a customer issue efficiently?
Answer: “In my previous role, I handled a case where a student was unable to access their purchased course. I quickly identified a payment processing delay and coordinated with the finance team to resolve the issue within an hour, ensuring the student didn’t miss any classes.”
7. How do you ensure professionalism while handling student queries?
Answer: “I always maintain a polite and respectful tone, use clear and concise language, and ensure my responses are accurate and helpful. I follow company guidelines and remain patient, even in challenging situations.”
8. How would you improve the student support process at Vedantu?
Answer: “I would analyze common student queries and suggest updates to the FAQ section to reduce repetitive inquiries. I would also recommend a chatbot or an automated response system to handle basic queries, allowing support agents to focus on complex issues.”
9. What are your strengths, and how will they help you in this role?
Answer: “My key strengths are active listening, problem-solving, and adaptability. These skills enable me to understand student concerns effectively and provide efficient resolutions while maintaining a positive interaction.”
10. Where do you see yourself in the next two years?
Answer: “I see myself growing in the customer support or EdTech industry. I am eager to learn from this internship, gain hands-on experience, and possibly transition into a full-time role where I can contribute more significantly.”
How to Apply
Interested candidates can apply by clicking the ‘Apply’ button on the job posting. Ensure your resume highlights your communication skills and any prior customer service experience to increase your chances of selection.