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Customer Service Officer
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#788294
Remote / WFH
Scrollwell
Job Description
Company Description Scrollwell, founded in 2020, drives educational change by delivering live training that helps educators succeed in a digital-first environment. Supported by Startup India, MSME, Skill India, Start-up Bihar, and incubated at CIILE, Chanakya National Law University in Patna, the organization operates within a strong innovation and skill development ecosystem. Scrollwell focuses on building practical digital capabilities for teachers and trainers across diverse educational settings. The organization has already empowered over 55,000 educators with the skills needed to thrive in a rapidly evolving learning landscape. Team members join a mission-driven environment committed to improving education through technology and professional development.
Role Description The Customer Service Officer is a full-time hybrid role based in Patna, with a combination of on-site work and some work-from-home flexibility. This role involves handling inbound and outbound queries from educators and partners via phone, email, chat, and social media channels, ensuring timely and accurate responses. The Customer Service Officer will guide users through course enrollment, platform navigation, payment issues, and training schedules, while maintaining detailed records of interactions in the customer support system. The role also includes gathering feedback on programs, identifying recurring issues, and collaborating with internal teams to improve processes and learner experience. The Customer Service Officer will be expected to maintain high standards of professionalism, uphold data privacy, and contribute to a positive and inclusive support environment.
Qualifications
• Strong Interpersonal Skills to build rapport, listen actively, and communicate clearly with diverse educators and stakeholders.
• Demonstrated ability in Customer Service and Customer Support to manage inquiries, resolve issues, and provide reliable assistance across multiple channels.
• Experience enhancing Customer Satisfaction and Customer Experience by delivering empathetic, solution-focused, and timely support.
• Excellent verbal and written communication skills in English; proficiency in Hindi or regional languages is an advantage.
• Comfort with digital tools and online platforms; prior experience in EdTech, training, or education-related services is beneficial.
• Strong organizational skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.
• Ability to work effectively in a hybrid setup, demonstrating reliability, self-motivation, and collaboration with on-site and remote team members.
• Minimum of a bachelor’s degree or equivalent experience in customer service, education, business, or a related field.
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Role Description The Customer Service Officer is a full-time hybrid role based in Patna, with a combination of on-site work and some work-from-home flexibility. This role involves handling inbound and outbound queries from educators and partners via phone, email, chat, and social media channels, ensuring timely and accurate responses. The Customer Service Officer will guide users through course enrollment, platform navigation, payment issues, and training schedules, while maintaining detailed records of interactions in the customer support system. The role also includes gathering feedback on programs, identifying recurring issues, and collaborating with internal teams to improve processes and learner experience. The Customer Service Officer will be expected to maintain high standards of professionalism, uphold data privacy, and contribute to a positive and inclusive support environment.
Qualifications
• Strong Interpersonal Skills to build rapport, listen actively, and communicate clearly with diverse educators and stakeholders.
• Demonstrated ability in Customer Service and Customer Support to manage inquiries, resolve issues, and provide reliable assistance across multiple channels.
• Experience enhancing Customer Satisfaction and Customer Experience by delivering empathetic, solution-focused, and timely support.
• Excellent verbal and written communication skills in English; proficiency in Hindi or regional languages is an advantage.
• Comfort with digital tools and online platforms; prior experience in EdTech, training, or education-related services is beneficial.
• Strong organizational skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.
• Ability to work effectively in a hybrid setup, demonstrating reliability, self-motivation, and collaboration with on-site and remote team members.
• Minimum of a bachelor’s degree or equivalent experience in customer service, education, business, or a related field.
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