Zell Education - Manager - Customer Relation

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

(ref : iimjobs.com)