Customer Support Associate, Mumbai

About Us Yocket was established in 2015 with a mission to connect people to the world's best learning opportunities. Today, Yocket is the largest community-driven online platform for international education. We specialize in premium counselling services for students with ambitions of pursuing higher education abroad by connecting them to the best universities in the world.To date, we have helped more than 10,00,000 students across countries pursue their higher education. Our students have secured admissions in all of the world's top 100 global universities, including prestigious institutions such as Harvard, MIT, Stanford, and Oxford. At Yocket, we strive to help our employees find passion and purpose. Join us in changing the way students make their decisions about education.About the Role: We are looking for a Customer Support Associate to join our support team. This role is suitable for both freshers and experienced candidates who possess strong communication skills and a customer-first mindset. The selected candidate will be responsible for handling student/customer queries across multiple channels and ensuring a smooth support experience.Key Roles&Responsibilities:• Respond to student/customer queries via support emails in a timely and professional manner. • Handle inbound and outbound calls to resolve student/customer concerns. • Manage and respond to reviews on platforms such as Google, Play Store, and Trustpilot. • Conduct follow-ups with Premium students/customers.• Coordinate with internal teams (Sales, Tech, Finance, Product, etc.) for query resolution. • Monitor, identify, and troubleshoot basic technical or platform-related issues. • Handle escalation cases and assist with refund-related queries as per company policies. • Support daily operations and maintain accurate case documentation.• Prepare and update basic reports and trackers related to support activities. • Participate in internal and team collaboration calls. • Handle ad-hoc or special requirements from other teams as assigned. • Follow company processes, SOPs, and quality standards. Required Skills&Qualifications:• Graduate/Undergrad in any discipline. • Freshers or candidates with prior customer support experience are welcome. • Good verbal and written communication skills. • Ability to handle calls, emails, and basic tools/CRM systems. • Strong problem-solving and coordination skills.• Ability to multitask and work in a fast-paced environment. • Willingness to learn and adapt. Benefits Medical Insurance for you and your family members Flexible work timings No boss kinda culture (We have mentors, not bosses, bring your own idea to the table without any hesitation) Access to your psychological counselor (We take care of your mental well-being)