
Voice Customer Experience Specialist
8 hours ago
Job Title: Voice Support Specialist
We are seeking a highly skilled Voice Support Specialist to join our team.
The ideal candidate will be responsible for providing exceptional customer support through phone calls, ensuring that learners have a positive experience with our platform.
Key Responsibilities:
- Proactive Onboarding: Welcome new learners by making personalized calls within 48 hours to guide them through account setup, platform access, and initial orientation.
- Red-Alert Engagement: Proactively contact at-risk learners flagged by the system to diagnose challenges and provide solutions such as academic tips or deadline extensions.
- Problem Resolution: Address and resolve learner issues related to billing, platform access, and general inquiries by coordinating with internal teams.
- Administrative Support: Maintain detailed call logs and learner status in the CRM system, and participate in quality assurance assessments.
- Continuous Improvement: Provide feedback on workflows and suggest enhancements to improve the learner experience.
Required Skills & Competencies:
- Excellent Communication: Clear, confident, and empathetic voice communication.
- Problem-Solving Ability: Ability to understand concerns, assess needs, and act quickly.
- Learner-Centric Mindset: Patience and dedication to improving learner experience and outcomes.
- Time Management: Capable of managing call schedules, follow-ups, and reports efficiently.
- Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms.
Desired Qualifications:
- Bachelors degree in any field (preferred).
- Minimum 1-2 years of experience in voice-based support, preferably in EdTech, customer support, or student success roles.
- Experience in handling both inbound and outbound calls.
- Familiarity with escalation protocols and quality assurance practices.
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