Customer Service Representative

We are seeking an enthusiastic and dedicated individual to fill a key role in our organization.

Job Description:

This is an exceptional opportunity for someone with a passion for delivering top-notch customer service. As a Customer Support Associate, you will be responsible for responding promptly and effectively to student inquiries through various channels including email and phone.

You will provide accurate information about courses, policies, and procedures while maintaining a high level of professionalism and empathy in all interactions with students.

The ideal candidate will proactively reach out to students to understand and address their concerns. You will monitor and evaluate student feedback and ratings to identify areas for improvement in the support process.

In addition, you will proactively address and resolve student complaints and concerns while focusing on achieving high Customer Satisfaction (CSAT) scores.

To excel in this role, you will need to stay up-to-date with the company's course offerings, updates, and promotions. Continuously educating yourself about the online education industry and relevant trends is also essential.

Key Responsibilities:

• Respond promptly and effectively to student inquiries through various channels including email and phone.
• Provide accurate information about courses, policies, and procedures.
• Proactively reach out to students to understand and address their concerns.
• Monitor and evaluate student feedback and ratings to identify areas for improvement in the support process.
• Proactively address and resolve student complaints and concerns.
• Focus on achieving high Customer Satisfaction (CSAT) scores.
• Stay up-to-date with the company's course offerings, updates, and promotions.
• Continuously educate yourself about the online education industry and relevant trends.
• Collaborate closely with the product team to address gaps based on student feedback.
• Provide regular updates to students about the status of their inquiries or issues.
• Conduct quality checks on interactions with students to ensure consistent service quality.
• Identify opportunities for process improvement and suggest solutions to enhance the support experience.
• Efficiently manage workload and prioritize tasks to meet or exceed established service level agreements (SLAs) and response times.
• Keep accurate records of student interactions, issues, and resolutions.
• Generate reports on support-related metrics, such as response times, resolution rates, and customer satisfaction scores.
• Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
• Share knowledge and best practices with fellow support agents.
• Collaborate with other support agents and cross-functional teams to ensure a seamless customer experience.
• Provide insights and feedback to improve product features and user experience.
• Ensure adherence to company policies, guidelines, and industry regulations.
• Protect sensitive student information and maintain confidentiality.

Requirements:

• Bachelor's degree in business administration or relevant field.
• A minimum of 1 to 2 years of proven experience in a customer support position.
• Excellent English communication (both written and spoken).
• Proficiency in Google Sheets and Docs and customer support software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.

What We Offer:

This role offers a unique opportunity to develop your skills and expertise in customer support while working in a dynamic and innovative environment.