Customer Relationship Manager

Job Description: Customer Support Manager

Position: Customer Support Manager

Job Overview: We are looking for dedicated and proactive Customer Support Managers who will communicate with schools on a daily basis and resolve all their challenges by working collaboratively with our team. The ideal candidate will be a strong communicator, capable of handling multiple tasks, and committed to providing exceptional support to our partner schools.

Key Responsibilities:

1. Daily Communication:

• Act as the primary point of contact for partner schools, addressing their queries and concerns promptly.
• Maintain regular communication with schools to ensure their needs are met and they are satisfied with our services.

2. Problem Resolution:

• Work closely with internal teams to resolve any issues faced by schools, ensuring timely and effective solutions.
• Document and track all customer interactions and resolutions to identify trends and areas for improvement.

3. Team Collaboration:

• Collaborate with curriculum developers, operations, and sales teams to ensure a cohesive approach to customer support.
• Participate in team meetings to share insights, updates, and feedback from schools.

4. Customer Relationship Management:

• Build and maintain strong relationships with school administrators and educators.
• Gather and analyze feedback from schools to improve our products and services.

5. Process Improvement:

• Identify opportunities to streamline and improve customer support processes.
• Implement best practices for customer support to enhance efficiency and effectiveness.

6. Reporting and Documentation:

• Generate regular reports on customer support activities and outcomes.
• Maintain accurate and detailed records of all customer interactions and issues.

Key Skills and Qualifications:

• Bachelors degree in Education, Communications, Business, or a related field.
• Proven experience in a customer support or customer relations role, preferably within the education sector.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficiency in using customer relationship management (CRM) software and other communication tools.
• Customer-oriented mindset with a commitment to providing exceptional service.
• Strong organizational and time management skills.

Preferred Qualifications:

• Experience in managing customer support for educational institutions or curriculum development organizations.
• Familiarity with the CBSE, ICSE, IB, and Cambridge educational boards.
• Knowledge of multiple languages is a plus.