Sales Customer Support

Job Description

Company Description Ambition Guru – Your Learning App – is a technology-driven education platform designed to help learners unlock their potential and achieve academic excellence. Using AI-powered personalization, the app offers a wide range of courses, from bridge programs and NEB (+2) Science and Management to specialized entrance preparation for engineering, medicine, IT, management, public service, and teaching. Learners also have access to language courses such as IELTS, Korean, and Japanese, all taught by experienced and highly qualified educators. The platform features weekly mock tests with prizes, extensive MCQ and note banks, audio lectures, and ready-made study materials to support flexible learning. Personalized performance analysis and feedback help learners track progress and refine their study strategies for better outcomes.

Position Summary

The Sales & Customer Support Agent handles customer calls and messages, manages assigned leads, supports sales conversion, provides first-level customer support, completes follow-ups, and keeps CRM/reporting records accurate and up to date.

Primary objective: convert leads, respond promptly, resolve basic issues, and ensure proper follow-up throughout the customer journey.

Key Responsibility

• Sales & Lead Management: Handle inbound and outbound calls; explain packages, pricing, schedules, features and offers; identify customer needs; follow up assigned leads; work toward sales/conversion targets; update lead status after each relevant interaction.

• Customer Support: Respond to calls, messages, social media and assigned channels; assist with account, package, class/session and basic app issues; follow approved SOPs; record complaints, resolutions and pending cases.

• Basic Troubleshooting: Guide customers through connectivity checks, logout/login, app restart/update, cache/data clearing when appropriate, permissions/device settings, profile verification, and class/session or mentor availability checks.

• Escalation: Escalate advanced technical, payment/refund, admin, repeated critical issues, or complaints outside the agent’s authority. Include complete customer details, issue description, screenshots/error messages and troubleshooting already attempted.

• Reporting & Documentation: Maintain accurate CRM records for calls, messages, follow-ups, conversions, pending leads, support cases and escalations; submit required daily/weekly reports within deadline; ensure assigned leads are not left unattended.

Work Standard

• Respond promptly and professionally; provide accurate and consistent information.

• Take ownership of assigned leads and customer cases and complete follow-ups on time.

• Keep CRM/reporting records updated and follow approved SOPs and escalation procedures.

• Protect customer information and maintain confidentiality.

• Continuously improve product knowledge, sales skills and troubleshooting ability.

Required Skills

• Good verbal and written communication with basic English communication ability.

• Customer handling, active listening, sales, persuasion and negotiation skills.

• Basic mobile-app troubleshooting and ability to use CRM systems and Google Sheets/Excel.

• Good follow-up, time management, problem solving, attention to detail, and ability to work with targets/deadlines.

Working Schedule

Working hours and shifts may be adjusted according to customer demand, lead volume, campaigns and team requirements. Agents must follow the assigned schedule and coordinate schedule changes with the supervisor. The agent is accountable for ensuring assigned leads and customer queries are contacted, followed up, updated, resolved or escalated appropriately, and properly documented.

The employee is expected to follow reasonable changes to duties, targets, schedules and reporting requirements communicated by the supervisor.

Experience

  Minimum 1 year experience in sales and customer support.