Job Title: Customer Support Executive
Location: Noida, Uttar Pradesh, India
Department: Customer Support
Employment Type: Full-time | Fully Remote
About Testbook
Testbook is a dynamic and innovative education technology company dedicated to revolutionizing the learning experience for students worldwide. Our mission is to provide accessible, engaging, and personalized educational resources to empower learners to succeed in their academic pursuits. The fastest-rising startup in the EdTech space, Testbook is poised to revolutionize the industry. With a registered user base of over 2.6 crore students, 450 crore tests solved on the WebApp, and a knockout Android App, Testbook has raced to the front and is ideally placed to capture bigger markets. Testbook is the perfect incubator for talent. You come, you learn, you conquer. You train under the best mentors and become an expert in your field in your own right. That being said, the flexibility in the projects you choose, how and when you work on them, and what you want to add to them is respected in this startup. You are the sole master of your work. The IIT pedigree of the co-founders has attracted some of the brightest minds in the country to Testbook. A team that is quickly swelling in ranks, it now stands at 900 in-house employees and thousands of remote interns and freelancers. And the number is rocketing weekly. Now is the time to join the force.
Key Responsibilities as Customer Support Executive
- Customer Interaction:
- Communicate with customers through phone, email, and online chat to resolve product or service-related issues.
- Address customer inquiries and provide accurate information about Testbook’s products and services.
- Troubleshooting and Problem-Solving:
- Investigate and troubleshoot customer issues and coordinate with internal teams to provide effective solutions.
- Collaborate with other departments to resolve complex customer queries and ensure a smooth customer experience.
- Support Initiatives:
- Assist in customer care initiatives like automated provisioning, online billing support, order tracking, and managing customer accounts.
- Ensure seamless onboarding and post-sale services, contributing to overall customer satisfaction.
- Cross-Selling and Up-Selling:
- Identify opportunities to cross-sell and up-sell Testbook’s products and services during customer interactions to enhance the overall customer experience.
- Performance Tracking and Reporting:
- Monitor and report on key customer care metrics, ensuring high standards of service.
- Document feedback, complaints, and suggestions from customers to improve services and products.
Requirements for Customer Support Executive
- Strong Communication Skills: Excellent written and verbal communication in English.
- Problem-Solving Abilities: A proactive approach to troubleshooting and resolving customer issues.
- Multitasking & Efficiency: Ability to handle multiple communication channels (phone, email, chat) simultaneously while maintaining attention to detail.
- Team Collaboration: Ability to work in collaboration with different departments to resolve customer issues effectively.
- Customer Focus: Demonstrating empathy and patience when dealing with customers, with a focus on providing solutions.
Additional Skills: Customer Support Executive
- Familiarity with CRM tools and customer service platforms is a plus.
- Ability to manage time efficiently in a remote work environment.
