Job description
Customer Service Executive (Khasi & Garo) Khasi & Garo Language Proficiency Mandatory Location: 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 Critical Factors for Success
- Strong communication skills (Khasi & Garo mandatory; Hindi/English preferred.
- Empathy and patience with first-time smartphone users
- Ability to multitask in a fast-paced environment
- Strong documentation and reporting skills
- Alignment with Rocket Learning’s mission and values
- Proactive, solution-oriented mindset
- Comfort working in a high-growth, entrepreneurial setup