Customer Service Executive (Khasi & Garo)
- Compensation
- 23K–25K / mo
- Location
- Not listed
- Work setup
- Remote
- Seniority
- Junior
- Employment
- Full time
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- Areas of responsibility
- 1. 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 Success
- 1. 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
Full description
This is a remote position.
**Customer Service Executive (Khasi & Garo)
Khasi & Garo Language Proficiency MandatoryLocation: 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 Results
- Establishing the trust and relationship with our users
- Taking ownership of the problem and resolving them in a timely manner
- Excellent communication and presentation skills
- 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
- Contribute to product improvement through structured feedback and testing
- Support smooth product operations across state
Key Activities
- Handle a high volume of inbound, messages, and user research calls
- Fluency in Khasi and Garo (speaking & writing mandatory)
- Identify user needs and provide appropriate solutions
- Maintain complete ownership of cases until resolution
- Maintain accurate call logs and daily tracker updates
- Meet individual and team-level targets (Resolution Time, CSAT, etc.)
- Help translate and validate content in Khasi & Garo
- Coordinate with internal teams (Product, Tech, State Ops) for issue resolution
- Track recurring user issues and identify patterns for process improvement
Requirements
Areas of responsibility
- Maintain daily call and support tracker updates
- Ensure Average Resolution Time (ART) is maintained
- Follow Customer Service Agreement (CSA) guidelines
- Provide timely escalation and follow-ups
- Contribute to product quality improvement