Role Overview:As a Deputy Team Lead - Customer Service at Zell Education, you will play a key role in managing and enhancing the student experience. This is an individual contributor role where you will handle high-value student escalations, ensure timely resolution of queries, and drive service quality improvements.Key Responsibilities:- Handle client concerns and escalations proactively and promptly.- Coordinate cross-functionally with teams like Academics, Sales, Product, and Finance.- Act as the single point of contact for assigned students and clients.- Ensure end-to-end resolution of queries within defined SLAs, maintaining high satisfaction scores.- Liaise with internal teams (academics, tech, operations) to resolve issues efficiently.- Analyze student feedback to identify areas for process improvement.- Maintain accurate CRM records, ticketing systems, and case logs.- Proactively engage with students to ensure ongoing satisfaction and retention.- Track and monitor key service metrics and present weekly insights to senior management.Key Requirements:- 2-4 years of experience in handling and servicing B2B clients/students (preferably in EdTech or any service-driven industry).- Excellent interpersonal and communication skills (spoken & written).- Strong ability to multitask and work under pressure in a fast-paced environment.- Problem-solving mindset with a customer-first attitude.- Basic proficiency in CRM tools (Zoho, Freshdesk, Zendesk, or similar).- Open to travel, if required. (ref:updazz.com)
