Customer Care Executive

Job Description – Customer Support Executive

Experience: 1 – 2.5 years

Department: Student Support / Customer Support

Industry: EdTech

Work Schedule: Rotational Day Shifts

Week Offs: Rotational

About the Role

ExcelR EdTech is looking for a proactive and customer-focused Support Agent to join our support team. The ideal candidate should have hands-on experience in handling customer/student queries through calls, emails, and chats, along with the ability to manage multiple tasks efficiently.

Key Responsibilities

• Handle customer and student queries through phone calls, emails, and chat support.

• Provide accurate and timely resolutions to customer/student concerns.

• Manage and update customer information, tickets, and interactions in CRM systems.

• Follow up on unresolved queries and ensure timely closure of support tickets.

• Coordinate with internal teams to resolve customer issues when required.

• Maintain accurate records of customer interactions and resolutions.

• Prioritize and manage multiple queries simultaneously while maintaining service quality.

• Follow established support processes, escalation procedures, and service standards.

• Identify recurring issues and communicate them to the relevant teams for improvement.

• Ensure a positive customer experience during every interaction.

Required Skills & Qualifications

• 1–2.5 years of experience in customer support, student support, or a similar role.

• Hands-on experience working with CRM/ticketing systems.

• Excellent verbal and written communication skills.

• Comfortable handling calls, emails, and chat simultaneously.

• Strong multitasking and time-management abilities.

• Good problem-solving and interpersonal skills.

• Ability to work in a fast-paced and target-oriented environment.

• Strong attention to detail and ability to maintain accurate records.

• Willingness to work in rotational shifts and rotational weekly offs.

Shift Timings

The role will follow rotational day shifts:

• 7:00 AM – 4:00 PM

• 10:00 AM – 7:00 PM

• 12:00 PM – 9:00 PM

Weekly Off: Rotational

What We’re Looking For

We are looking for someone who is customer-focused, adaptable, organized, and comfortable

multitasking across different support channels. Experience in the EdTech industry or handling

student/customer support will be an added advantage.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 3 years of experience.