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Rocket Learning Himalayas · Posted yesterday

Customer Service Executive (Khasi & Garo)

INR 23000 25000 Full time Remote

Customer Service Executive Customer Support Executive Technical Support Executive Nonprofit Customer Service
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Indexed description

This is a remote position.

Customer Service Executive (Khasi & Garo)
Khasi & Garo Language Proficiency Mandatory Location: Shillong, Tura, Remote

Salary:23000 to 25000 per month

Overview: We are looking for a sharp, empathetic, and mission-driven Customer Service Executive (Khasi & Garo)who will support teachers and parents in the government school and Anganwadi ecosystem.This is an entry-level, full-time role. The candidate will work closely with the Customer Service and Product teams to:
  • Resolve user queries
  • Build strong relationships with users
  • Support product testing and product operations initiatives
  • Improve user experience and engagement
Key Results1. Establishing the trust and relationship with our users 2. Taking ownership of the problem and resolving them in a timely manner 3. Excellent communication and presentation skills 4. Humble and empathetic towards low-income smartphone users to try understand and solve their issues using our product Maintain high customer satisfaction and empathy toward low-income smartphone users 5. Contribute to product improvement through structured feedback and testing 6. Support smooth product operations across state Key Activities1. Handle a high volume of inbound, messages, and user research calls 2. Fluency in Khasi and Garo (speaking & writing mandatory) 3. Identify user needs and provide appropriate solutions 4. Maintain complete ownership of cases until resolution 5. Maintain accurate call logs and daily tracker updates 6. Meet individual and team-level targets (Resolution Time, CSAT, etc.) 7. Help translate and validate content in Khasi & Garo 8. Coordinate with internal teams (Product, Tech, State Ops) for issue resolution 9. Track recurring user issues and identify patterns for process improvement

Requirements

Areas of responsibility1. Maintain daily call and support tracker updates 2. Ensure Average Resolution Time (ART) is maintained 3. Follow Customer Service Agreement (CSA) guidelines 4. Provide timely escalation and follow-ups 5. Contribute to product quality improvement Critical Factors for Success1. Strong communication skills (Khasi & Garo mandatory; Hindi/English preferred. 2. Empathy and patience with first-time smartphone users 3. Ability to multitask in a fast-paced environment 4. Strong documentation and reporting skills 5. Alignment with Rocket Learning’s mission and values 6. Proactive, solution-oriented mindset 7. Comfort working in a high-growth, entrepreneurial setup

Originally posted on Himalayas

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