Student Success Care Services

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Requirements:

• Proficiency in reading, writing, and comprehending English.
• Excellent interpersonal and customer service skills, with the ability to engage effectively with diverse groups.
• Strong attention to detail, coupled with exceptional analytical and investigative skills.
• Ability to work independently in a fast-paced, high-pressure environment.
• Outstanding multitasking and prioritization abilities to manage competing demands efficiently.
• Demonstrated commitment to teamwork and collaboration, particularly in a remote working environment.
• Basic knowledge of IT concepts and tools, with the ability to troubleshoot common technical issues.
• 2 years of experience in Customer Service Industry (Email and Chat)
• Prior experience working remotely
• Experience working with customer service ticket system

Responsibilities:

• Deliver exceptional care and support to Learners and prospective Learners, fostering their success in achieving their learning goals.
• Proactively address Learner concerns by making thoughtful suggestions and taking appropriate actions to resolve issues effectively.
• Direct Learners to appropriate company resources, ensuring they have access to relevant tools, policies, and support services.
• Assist with the general orientation of new Learners, providing guidance on company policies, processes, and available resources.
• Review, interpret, and evaluate Learner data and metrics to identify at-risk Learners and provide tailored advice and interventions.
• Encourage and guide Learners to build accountability for their decisions and understand the impact of their actions on their academic success.
• Maintain accurate and thorough records of Learner interactions and relevant data as required.
• Ensure Learner registrations are accurate and comply with company standards, including proper documentation.
• Process and manage Learner information update requests via email.
• Handle all tasks related to scheduling exams and providing exam-related information.
• Sort, prioritize, and respond to general information inquiries and requests.
• Address inquiries related to certifications, course updates, and course management.
• Provide detailed responses to product-related inquiries.
• Perform routine administrative tasks and provide additional support as directed.
• Process and resolve refund requests in compliance with company policies and guidelines.
• Handle cases involving banned accounts and tip-offs related to Violations of Academic Policies (VAP).
• Provide top-notch support to premium customers, including enterprise clients, ensuring high-quality service and resolution.
• Address and resolve advanced tickets involving complex issues, technical bugs, or system errors.
• Monitor and identify recurring or new issues across multiple tickets (e.g., 4-5 similar cases) and escalate to the Team Lead for further action.
• Actively seek and contribute to implementing both proactive and reactive solutions to minimize the occurrence of potential problems.
• Take on additional duties as assigned, contributing to the team’s overall success and operational excellence.