We’re looking for passionate counsellors who wish to spread the Joy of Music - one music course at a time. Enhance customer delight by first time resolution of queries.Handle escalations, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Identify and assess customers’ needs to achieve satisfaction Conduct students’ orientation sessions.Effectively manage students' / teachers' queries to ensure smooth operation of the online classes.Coordinate internally to resolve customer queries.Provide accurate, valid and complete information over Calls, Emails, Chats etc.Process customer requests within TAT and adhere to quality metrics.Working 6 days a week and rotational shifts (does not include night shifts).Ability to deliver under pressure and meet daily targets.Ability to multitask, prioritise, and manage time effectively.Should have excellent communication skills (data and calls).In the last 11 years, SMA has built a presence with students from over 80 countries with over 35,000 students across online, schools and corporates and affiliate centres. Shankar Mahadevan Academy launched the first ever online music Academy in March 2011. Shankar Mahadevan Academy (CloodOn Musica Pvt Ltd) was founded under the guidance and leadership of the award-winning composer and singer Shankar Mahadevan. Meet monthly targets and aim at exceeding them.Record admissions information and report the same to the admissions manager.Gather market and student information and provide feedback on buying trends.Representing SMA at trade exhibitions, events and demonstrations.Follow up via phone calls, chats and e-mail.Effectively articulate the offerings of Shankar Mahadevan Academy and help prospective students make a decision on the course they wish to enroll in.Handle outbound and inbound calls and inquiries from students for online & in-person classes conducted by Shankar Mahadevan Academy and its partner centres.
Previous experience with Sales / Service would be added skill.Good organization skills, and ability to effectively manage multiple projects and to evolve in an ambiguous environment of a start-up.Should possess the skill to work both in a team and also perform independently.Familiar with Word, Excel or equivalent spreadsheet software, fast learner.Ability to understand and respond to client's needs.Highly self motivated and conscientious in closing leads.Good interpersonal skills and willingness to learn.
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