Malayalam Customer Success Associate Byjus

Company Name: Byjus

BYJU'S - Think and Learn Private Limited

BYJUS is the worlds most valuable ed-tech company and the creator of India’s most loved school learning app which offers highly adaptive, engaging and effective learning programs for students in classes 1 -12 (K-12) and competitive exams like JEE, NEET, CAT and IAS.

BYJU’S launched its flagship product, BYJU’S - The Learning App, for classes 4-12 in 2015. Today, the app has over 42 million registered students and 3 million annual paid subscriptions. With an average time of 71 minutes being spent by a student on the app every day from 1700+ cities, the app is creating a whole new way of learning through visual lessons. The Disney. BYJU’S Early Learn App was launched in June 2019, a special offering from BYJU’S for students in classes 1-3 featuring Disney’s timeliness characters. In early 2019, BYJU’S also acquired Osmo, a Palo Alto based maker of educational games to transform the whole offline to online learning experience.

Delivering a world-class learning experience, programs from BYJU’S are making learning contextual and visual. The apps have been designed to adapt to the unique learning style of every student, as per the pace, size and style of learning. BYJU’S is paving the way for new-age, geography-agnostic learning tools that sit at the cross section of mobile, interactive content and personalized learning methodologies. BYJU’S is also the official sponsor of the Indian Cricket Team.

Job Description

CGR (Customer Grievance Redressal) is a management and governance related process used commonly in India. While the term "Grievance Redressal" primarily covers the receipt and processing of complaints from consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.

ROLES:

1. CGR is often a clients point of contact for any issues related to the loan lifecycle. The duties and responsibilities of a CGR include managing incoming calls and customer inquiries that helps them with the resolution within agreed upon SLA.

2. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

3. They should be Confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

4. They should be patient, empathetic, and passionately communicative.

RESPONSIBILITIES:

1. Manage the Customer queries on phone calls.(Incoming /Outgoing).

2. Identify nd assess customers’ needs to achieve satisfaction.

3. Provide accurate, valid and complete information by using the right methods/tools.

4. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

5. Follow communication procedures, guidelines and policies.

6. Take the extra mile to engage customers.

7. Sending the Emails and updating the current status of the Customer issue.

REQUIREMENTS:

1. Ability and Fluency to communicate effectively with Customers with preferable language.

2. Excellent verbal and written communication and listening skills.

3. Ensuring all regulatory queries are answered to the regulators satisfaction.

4. Multilingual Associate is more preferable (Malayalam, Telugu, Tamil, Marathi, Bengali and Odia).

5. Customer orientation and ability to adapt/respond to different types of characters.

Role: Customer Success Associate

Salary: Not Disclosed by Recruiter

Industry: E-Learning / EdTech

Functional Area:Customer Success, Service & Operations

Role Category: Customer Success

Employment Type: Full Time, Permanent

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