Customer Care Officer

Gyanberry is a leading tech-enabled education platform specializing in medical admissions for students worldwide. We provide end-to-end services, from counseling and exam prep to managing document processing for universities. With a focus on leveraging technology and AI to simplify the admission process, we’ve helped thousands of students get into top medical programs globally.

As a Customer Care Officer (CCO) , you will be responsible for building and maintaining strong relationships with registered Gyanberry students and their parents throughout their admission journey.

You will serve as a key point of contact after a student registers with Gyanberry, ensuring that they receive timely support, regular updates, and clear guidance at every stage. You will work closely with Admissions, Onboarding, Visa, Operations, and other internal teams to coordinate requirements, resolve concerns, and ensure an exceptional customer experience.

The ideal candidate should have strong customer care/customer service experience , excellent communication and interpersonal skills, and a proactive approach to handling customer requirements. Experience in education, student services, or admissions is an added advantage but is not mandatory .

• Serve as a primary point of contact for registered students and their parents throughout their Gyanberry journey.
• Build and maintain strong, professional, and long-term customer relationships.
• Proactively communicate with customers regarding application progress, requirements, deadlines, documents, payments, appointments, and next steps.
• Handle customer calls, WhatsApp messages, emails, and other communication channels professionally and promptly.
• Understand customer concerns and coordinate with the relevant internal teams to ensure timely resolution.
• Work closely with Admissions, Onboarding, Visa, Operations, and other departments to ensure a seamless customer experience.
• Conduct regular follow-ups with assigned customers and ensure that pending actions are completed within the required timelines.
• Schedule and conduct calls or meetings with students and parents whenever required.
• Maintain accurate customer records, communication history, follow-ups, and action items in the CRM.
• Proactively identify potential delays, concerns, or gaps in the customer journey and escalate them appropriately.
• Ensure customers clearly understand their next steps and receive appropriate guidance throughout the process.
• Collect customer feedback and communicate relevant insights to internal teams.
• Take ownership of assigned customers and ensure that commitments and follow-ups are completed on time.
• Maintain the highest standards of professionalism, integrity, confidentiality, and empathy in all customer interactions.
• Contribute to a positive customer experience by ensuring customers feel supported, valued, and well-informed throughout their journey with Gyanberry.
  

• Bachelor's degree in any relevant field.
• 2+ years of experience in Customer Care, Customer Service, Customer Relationship Management, Customer Success, Account Management, or a similar customer-facing role.
• Strong experience handling customer queries, concerns, complaints, and follow-ups.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building skills.
• Excellent follow-up and coordination skills, with a strong sense of ownership and accountability.
• Ability to manage multiple customers, tasks, deadlines, and follow-ups simultaneously.
• Comfortable coordinating with multiple internal departments to resolve customer concerns.
• Experience using CRM systems and maintaining accurate customer records.
• Good problem-solving skills and the ability to handle customer concerns calmly and professionally.
• Strong attention to detail and organizational skills.
• Comfortable communicating through phone calls, WhatsApp, email, and online meetings.
• A proactive, empathetic, and customer-focused approach.
• Previous experience in education, student services, university admissions, overseas education, or study-abroad services will be an added advantage, but is not mandatory.
  

• Opportunity to work with a tech-enabled education company operating in the international medical admissions space.
• Exposure to students and universities across multiple countries.
• A collaborative and dynamic working environment.
• Opportunities for professional growth and development.
• Competitive salary based on experience and suitability for the role.

Salary: Location: India

Employment Type: Full-time