The role will be part of the Educator Support Team under the Customer Success team at Unacademy. The description of the role is as below:
· Handle inbound queries from educators over calls effectively
· Understanding the educator problems amp; resolving them immediately. Also includes appropriate escalation of educator issues.
· Effective amp; clear written and oral communication skills.
· Build sustainable relationships and trust with educators through open and interactive communication.
· Demonstrates good time-management skills and the ability to work independently while using departmental resources, policies and procedures.
· Maintains acceptable performance metrics such as quality, productivity, first, and attendance.
· Liaise with other departments such as Learner Support, Ops, or Payments teams as required to resolve Educator’s issues and questions.
· Shifts - The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement.
· Weekly Off - Rotational two day off (it is a 5-day working week with 2 days off)
Requirements
· Minimum 2 years’ experience in Customer support/ Seller support role
· Preference for candidates who have been part of the escalations team or have worked as SME’s in their previous organizations.
· Excellent written amp; verbal communication skills in English. Preference for candidates who are proficient in regional languages including but not limited to Hindi, Marathi, Punjabi, Telugu, Kannada, etc
· Technical (Computers amp; Internet) savvy is required. Business acumen in areas of Ed-tech is preferred.
· Should have worked on Chat / Email / Voice support.
· Good communication skills- Verbal amp; written.