Customer Delight Consultant Full Time

Role Overview:

The Customer Delight Consultant is responsible for enhancing the overall learner experience by ensuring seamless operations, proactive support, and high satisfaction levels. This role goes beyond issue resolution to creating a positive and engaging journey for learners through empathy, responsiveness, and continuous improvement.

Key Responsibilities:

• Manage and resolve learner queries through tickets, ensuring timely and effective resolution
• Handle learner interactions with empathy, ownership, and a strong focus on satisfaction
• Proactively conduct at-risk learner outreach (calling activity) to improve engagement and retention
• Ensure SLA adherence across all learner interactions
• Tag, document, and manage escalations effectively, ensuring timely closure
• Support learner enrollment on Canvas as part of ticket resolution, when required
• Maintain high data accuracy and hygiene across systems (Canvas, Airtable, LMS dashboards)
• Identify gaps in the learner journey and recommend process improvements
• Collaborate with cross-functional teams to enhance overall programme delivery

Key Performance Indicators (KPIs):

• Customer Satisfaction Score (CSAT)
• SLA adherence (%)
• Escalation resolution turnaround time (TAT)
• Enrollment accuracy rate
• Data accuracy and hygiene benchmarks

Skills & Competencies:

• Strong communication and interpersonal skills
• High empathy and customer-first mindset
• Problem-solving and ownership-driven approach
• Attention to detail and data management skills
• Ability to work in a fast-paced, cross-functional environment
• Familiarity with LMS tools (Canvas,Excel etc.) is preferred