Customer Success Officer - Escalations - PERMANENT work from home, morning shift
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Job description
This is a remote position.
1. Customer Support (Day-to-Day)
- Respond to inquiries via phone, SMS, email, and chat
- Assist customers with:
- Course inquiries
- Application status
- Payments and billing concerns
- Document submission
- Provide accurate, timely, and professional responses
- Maintain a positive and helpful tone at all times
- Ensure fast resolution and proper follow-through
- Flag recurring issues and suggest process improvements
3. Retention Support
- Proactively follow up on customer commitments (e.g., document submissions, enrollment confirmations, next steps)
- Support the team in converting hesitant customers by reinforcing value and addressing concerns
- Handle objections and concerns professionally using empathy and solution-based communication
- Identify at-risk customers and take action to reduce drop-offs and cancellations
- Collaborate with sales and admissions teams to ensure a smooth customer journey
- Maintain consistent follow-ups to improve engagement and retention rates
4. CRM & Documentation
- Log all interactions in Zoho CRM (or relevant system)
- Keep customer records updated and accurate
- Track escalations and outcomes
- Tag and categorize issues for reporting
5. Collaboration
- Work closely with:
- Sales team (handover and follow-ups)
- Admissions/Admin (application progress)
- Finance (payment issues, refunds)
- Ensure smooth internal communication to resolve customer concerns
Key KPIs
- First response time
- Resolution time
- Customer satisfaction (CSAT)
- Escalation resolution rate
- Payment collection / recovery rate
- Number of resolved tickets per day
Required Skills & Experience
- Solid background as a TEAM LEADER/TEAM MANAGER in the call center/BPO industry.
- Strong communication skills (written and verbal)
- Experience handling complaints and escalations
- Ability to stay calm under pressure
- Problem-solving and critical thinking skills
- Experience with CRM systems (Zoho preferred)
- Familiarity with SMS tools (Twilio)
Benefits
Originally posted on Himalayas
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