Customer Query Handling
Respond to queries from students, parents, tutors, and institutions through assigned communication channels and provide clear and appropriate information.
Customer Support Executive
Support Every Conversation. Resolve Every Concern. Strengthen Every Experience.
- Industry Type:
- Education & EdTech
- Department:
- Customer Support
- Employment Type:
- Intern, Full-Time, Contract
- Work Model:
- Onsite
- Experience:
- Fresher
Role Overview
The Customer Support Executive serves as a first point of contact for students, parents, tutors, and institutional stakeholders seeking assistance from Indian Mentors. The role understands customer concerns, provides accurate information, coordinates with relevant departments, tracks pending issues, and communicates timely updates. The position contributes to a responsive, professional, and reliable service experience across the organisation.
Key Responsibilities
Customer Assistance
Understand stakeholder requirements and provide timely assistance regarding tutoring services, schedules, processes, communication, and other service-related matters.
Issue & Complaint Management
Receive and document customer concerns, complaints, and service issues while following established procedures for handling and escalation.
Service Request Coordination
Coordinate service requests with relevant internal teams and ensure that required actions are communicated and followed up within defined timelines.
Feedback Collection
Collect and record feedback from students, parents, tutors, and institutions to support service improvement and better stakeholder experiences.
Follow-Up Management
Track pending queries, concerns, and service requests and conduct timely follow-ups until the matter is addressed, resolved, or appropriately escalated.
Internal Coordination
Coordinate with admissions, academics, tutor recruitment, operations, finance, and other relevant teams to support accurate and timely customer assistance.
Customer Records Management
Maintain accurate records of queries, complaints, feedback, service requests, communication, actions taken, and resolution status within designated systems.
Escalation Management
Identify matters requiring additional attention and escalate them to the appropriate team or supervisor according to defined procedures and service standards.
Professional Customer Communication
Maintain respectful, patient, transparent, and professional communication with all stakeholders while representing Indian Mentors and its service standards.
Requirements
Educational Qualification
Graduate or equivalent qualification preferred. A background in customer service, communication, education, administration, or a related field is an advantage.
Communication Skills
Strong verbal and written communication skills with the ability to communicate clearly, politely, and professionally across different stakeholder groups.
Customer Service Orientation
Genuine interest in helping customers, understanding their concerns, providing appropriate assistance, and maintaining a positive service experience.
Active Listening
Ability to listen carefully, understand the actual concern, ask relevant questions, and provide or coordinate appropriate support.
Problem-Solving Ability
Ability to understand routine service issues, identify appropriate next steps, coordinate solutions, and escalate matters when required.
Follow-Up & Organisation
Ability to manage multiple queries and service requests, maintain follow-up schedules, track pending matters, and complete tasks within defined timelines.
Interpersonal Skills
Ability to interact patiently and respectfully with students, parents, tutors, institutions, and internal teams across different situations.
Technology Skills
Comfortable using smartphones, WhatsApp, email, spreadsheets, CRM/ERP systems, digital forms, ticketing tools, and other customer-support platforms.
Documentation & Accuracy
Ability to maintain accurate customer records, communication details, issue status, feedback, actions, and resolution information.
Professionalism & Reliability
Responsible, patient, responsive, organised, and committed to confidentiality, professional communication, service standards, and timely support.
Employee Benefits
Meaningful Customer Impact — Help students, parents, tutors, and institutions receive timely and reliable service support.
Education & EdTech Exposure — Gain practical experience within personalised tutoring and education service operations.
Customer Service Experience — Develop hands-on experience in query handling, issue resolution, feedback management, and stakeholder support.
Professional Skill Development — Strengthen communication, active listening, problem-solving, coordination, and relationship-management skills.
Structured Onboarding & Training — Receive guidance on services, communication standards, support processes, systems, and organisational procedures.
Cross-Functional Exposure — Collaborate with admissions, academics, tutor recruitment, operations, finance, and other internal teams.
Performance Recognition — Opportunities for recognition based on service quality, responsiveness, reliability, and role performance.
Career Growth Opportunities — Develop towards customer support coordination, customer success, service operations, and related roles.
FAQs
Common questions about Careers
1. What is the Careers section of Indian Mentors?
The Careers section provides information about current job openings, internships, career opportunities, workplace culture, hiring processes, and professional growth at Indian Mentors.
2. What is Indian Mentors as an organisation?
Indian Mentors is a personalised tutoring services organisation building a structured, technology-enabled academic ecosystem connecting students, parents, tutors, educators, institutions, and academic professionals.
3. Who can apply for opportunities at Indian Mentors?
Opportunities are available for college students, final-year students, recent graduates, freshers, experienced professionals, and candidates with relevant functional expertise, depending on the role.
4. Does Indian Mentors hire freshers?
Yes. Several roles may be suitable for freshers and early-career candidates, including selected academic, recruitment, support, HR, and technology positions.
If you are patient, responsive, and enjoy helping people resolve questions and service concerns, apply to join the Customer Support & Success team at Indian Mentors.