Customer Care Executive

Position Overview: Yes Germany is seeking a dynamic and dedicated Student Success Team / Manager to join our team. The primary role will be to deliver exceptional service to students seeking educational opportunities abroad. As a Customer Success Executive, you will be responsible for providing accurate information, resolving student issues, and contributing to overall student satisfaction. This role requires a proactive approach in engaging students and working collaboratively with the Customer Service team, Team Leads, Managers, and Higher Management to achieve performance goals and ensure a positive experience for students.

Key Responsibilities:

1. Student Support:
• Respond promptly and professionally to student inquiries through multiple channels, including phone, email, and chat.
• Provide clear and accurate information regarding educational programs, application processes, and related services.
• Offer tailored advice to students to help them make informed decisions about their educational journey.

2. Issue Resolution:

• Identify and address student concerns or issues effectively, escalating complex cases as needed.
• Collaborate with other departments to resolve any student-related queries and concerns in a timely manner.
• Ensure high-quality service and quick resolution of issues to maintain a positive student experience.

3. Student Engagement:

• Engage proactively with students throughout their entire journey with Yes Germany, ensuring they are satisfied with the services and guidance provided.
• Regularly follow up with students to track their progress, gather feedback, and address emerging concerns.
• Build long-term relationships with students to enhance loyalty and student retention.

4 . Documentation:

• Maintain accurate, up-to-date records of student interactions and queries in the CRM system.
• Ensure proper documentation of all communications in compliance with data protection and privacy regulations.

5. Reference Lead Generation:

• Encourage satisfied students to refer others to Yes Germany by promoting referral programs and initiatives.
• Work alongside the Marketing team to boost referral leads through well-structured campaigns.

6. Collaboration & Teamwork:

• Work closely with Team Leads, Managers, and Higher Management to meet individual and team goals.
• Actively participate in regular team meetings, training sessions, and knowledge-sharing initiatives.
• Contribute to the achievement of department and company-wide objectives.

Qualifications:

• Education: Bachelors degree in a relevant field (Required).
• Experience:
• Minimum of 1 year of experience in customer support or a similar role (Preferred).
• At least 2 to 5 years of total work experience (Required).
• Language Skills:
• Proficiency in English (Required).
• Additional language skills in Hindi and Marathi are an advantage.
• Technical Skills: Familiarity with CRM systems and basic computer proficiency.

• Key Skills:
• Strong communication and interpersonal abilities.
• Excellent problem-solving skills with attention to detail.
• Ability to manage multiple tasks efficiently in a fast-paced environment.

Job Type: Full-time

Location: In-person, based in India

Benefits:

• Internet reimbursement
• Leave encashment
• PF
• Commission pay
• Joining bonus
• Performance bonus