Customer Service Executive (Khasi & Garo)

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

1. Establishing the trust and relationship with our users

2. Taking ownership of the problem and resolving them in a timely manner

3. Excellent communication and presentation skills

4. 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

5. Contribute to product improvement through structured feedback and testing

6. Support smooth product operations across state

Key Activities

1. Handle a high volume of inbound, messages, and user research calls

2. Fluency in Khasi and Garo (speaking & writing mandatory)

3. Identify user needs and provide appropriate solutions

4. Maintain complete ownership of cases until resolution

5. Maintain accurate call logs and daily tracker updates

6. Meet individual and team-level targets (Resolution Time, CSAT, etc.)

7. Help translate and validate content in Khasi & Garo

8. Coordinate with internal teams (Product, Tech, State Ops) for issue resolution

9. Track recurring user issues and identify patterns for process improvement

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