Customer Service Representative

Role- Customer Support Associate

Location- Sangamwadi, Pune

Shifts- UK/US Shifts (with cab facility)

Process- Blended (Voice and Chat)

Required experience- 3+ years

Key Responsibilities

Customer Query Management

• Handle pre- and post-transaction queries across multiple channels (email, phone, live chat)
• Provide accurate, timely responses and first-contact resolution wherever possible
• Escalate complex queries to relevant internal teams when needed
• Deliver professional, empathetic, and consistent support in every interaction
• Guide customers — including students — through processes such as submissions, account access, and documentation
• Proactively follow up with customers to gather required information and ensure resolution

Service Excellence & Performance

• Meet and exceed agreed SLAs and KPI...