Job Description: Social Media & Student Support Trainee
Organization: PhysicsWallah (PW)
Role: Social Media & Student Support Trainee
Stipend: INR 15,000 per month
Work Mode: Work From Home
Training Duration: 6 months
About PW (PhysicsWallah)
PhysicsWallah is one of India’s leading ed-tech platforms, dedicated to transforming education through innovation. With a focus on providing high-quality learning experiences, PW empowers students to excel academically and achieve their career aspirations. As a Social Media & Student Support Trainee, you will play a crucial role in enhancing PW’s customer engagement and ensuring a seamless user experience.
Key Responsibilities as Social Media & Student Support Trainee
1. Social Media Query Management
- Monitor and respond to customer queries on social media platforms such as Instagram, Facebook, Twitter, and others.
- Ensure prompt and professional communication to address user concerns, inquiries, and feedback.
- Maintain a tone of empathy, clarity, and professionalism in all interactions.
2. Customer Support
- Serve as the primary point of contact for students and users requiring assistance with course enrollment, payment processes, and technical issues.
- Troubleshoot issues efficiently and escalate complex problems to relevant teams.
- Maintain a high level of customer satisfaction by resolving queries accurately and swiftly.
3. Data & Reporting
- Document customer interactions and track query resolution timelines.
- Generate periodic reports on customer support metrics, identifying trends and areas for improvement.
- Collaborate with teams to suggest enhancements to processes based on data insights.
4. Collaboration and Process Improvement
- Work closely with marketing, content, and technical teams to resolve student queries and improve user experience.
- Participate in team discussions to brainstorm and implement strategies for better customer engagement.
Qualifications: Social Media & Student Support Trainee
- A Bachelor’s degree in Business, Marketing, or a related field.
- 0-2 years of experience in customer service, social media management, or operations (internships are considered).
- Proficiency in Hindi and English, with excellent verbal and written communication skills.
- Familiarity with social media tools, CRM software, and Google Workspace (Google Sheets, Docs, etc.).
- Strong organizational skills and the ability to multitask effectively in a remote work setting.
- A proactive approach to problem-solving and a collaborative mindset.
Why Join PW?
- Gain hands-on experience in managing large-scale social media operations.
- Work remotely with a dynamic and passionate team dedicated to transforming education.
- Opportunity to grow and transition into a full-time role upon successful completion of the training.
- Competitive stipend with exposure to cutting-edge ed-tech tools and methodologies.
Sample Interview Questions and Suggested Answers for Social Media & Student Support Trainee
1. Can you describe your experience with customer support or handling social media queries?
Answer: During my internship at XYZ Company, I managed customer queries on Instagram and Facebook. I focused on addressing their concerns promptly, which improved response rates and increased customer satisfaction by 20%. I’m confident this experience has prepared me to handle the dynamic requirements of this role.
2. How would you handle an irate customer on social media?
Answer: First, I would listen to the customer’s concern without interruption and acknowledge their frustration. Then, I would offer a sincere apology and propose a resolution or escalate the issue to the appropriate team if necessary. Ensuring the customer feels heard and valued is my primary objective.
3. What tools have you used for social media and CRM management?
Answer: I have used tools like Hootsuite for scheduling posts, Zoho CRM for managing customer interactions, and Google Sheets for data tracking and reporting. I’m also quick to adapt to new platforms if needed.
4. How do you prioritize multiple tasks when managing social media and customer support?
Answer: I use tools like Trello or Asana to list tasks by priority and deadlines. Urgent customer queries always come first, followed by scheduled posts and reporting. Effective time management and clear prioritization ensure smooth workflows.
5. How would you approach learning about PW’s courses and services to better support customers?
Answer: I would start by thoroughly reviewing the website, course materials, and any available training resources. I’d also seek insights from team members and take notes during my onboarding process to build a strong understanding.
6. Can you share an example of how you improved a customer support process in your previous experience?
Answer: At XYZ Company, I noticed frequent delays in responding to certain query types. I created a FAQ document for common issues, which reduced resolution time by 30%. A similar initiative at PW could enhance efficiency and user satisfaction.
7. What do you think are the key qualities for success in this role?
Answer: Empathy, communication skills, adaptability, and a proactive approach to problem-solving are crucial. These qualities help in understanding and addressing customer needs effectively while maintaining a positive brand image.
8. How do you stay updated on social media trends?
Answer: I follow industry blogs, participate in webinars, and use tools like Google Alerts to stay informed about emerging trends. Staying updated allows me to align customer support practices with user expectations.
9. How would you handle a technical issue you don’t know the solution to?
Answer: I would acknowledge the customer’s concern and inform them that I’m escalating the issue to the technical team. I’d ensure timely follow-ups and provide updates to keep the customer informed.
10. Why do you want to join PW as a Social Media & Student Support Trainee?
Answer: I admire PW’s mission of making quality education accessible. This role offers a perfect blend of my skills in social media management and customer support, and I’m excited about the opportunity to contribute to a purpose-driven organization.
How to Apply
To apply for the Social Media & Student Support Trainee position at PW, please visit [insert application link] or send your resume to [insert email address]. Make sure to include a brief cover letter highlighting your relevant skills and experiences.
Kickstart your career with PW and be a part of an organization shaping the future of education!
