Parent Experience & Quality Specialist
BengaluruFull-time3–4 yrsPosted over a month ago
Mid-level customer support role at KLAY in Bengaluru. Needs 3–4 years.
About the role
As a Parent Experience & Quality Specialist , you will be the voice of empathy and understanding for families considering discontinuation from our pre-schools. Your mission is to proactively engage parents, understand their concerns, and work to resolve issues, offering thoughtful solutions to retain their trust and loyalty.
What you'll do
- Call parents who intend to discontinue or have recently withdrawn their child to understand their concerns and motivations
- Listen empathetically and document feedback in a structured manner
- Identify key dissatisfaction drivers and collaborate with internal teams to mitigate them
- Offer relevant solutions (like center transfers, trial extensions, etc.) to retain the parent’s association
- Share valuable insights and trends with the operations and academic teams
What you need
- CRM
- Data entry
- Problem solving
Good to have
- Customer service