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Job Description:
We are seeking a dedicated and customer-oriented individual to join our team as a Customer Service Specialist. In this role, your primary responsibility will be to provide exceptional customer service and support to our valued customers. You will play a vital role in ensuring their satisfaction, addressing their concerns, and fostering long-term relationships. Your focus will be on delivering a positive customer experience and maximizing customer retention until their child graduates from our online school.
Responsibilities:
- Serve as the primary point of contact for customers, addressing their inquiries, concerns, and requests promptly and professionally via various communication channels (phone, email, chat, etc.).
- Build and maintain strong relationships with customers by actively listening to their needs, providing accurate information, and offering appropriate solutions.
- Ensure a smooth onboarding process for new customers, guiding them through the enrollment process and providing necessary support and guidance.
- Conduct sales consultations and strategy calls with prospective customers, highlighting the benefits and value of our programs.
- Collaborate closely with the sales team to provide a seamless transition for customers and facilitate their ongoing journey with our online school.
- Actively monitor customer satisfaction levels, promptly resolving any issues or escalations to ensure a positive experience.
- Conduct periodic check-ins with customers to understand their progress, address any concerns, and identify opportunities for improvement.
- Maintain accurate customer records and update relevant information in our CRM system.
- Stay up-to-date with product knowledge, policies, and procedures to effectively assist customers and provide accurate information.
Requirements:
- Proven experience in a customer service role, demonstrating exceptional interpersonal and communication skills.
- Strong customer-centric mindset with a genuine passion for providing outstanding service and building relationships.
- Excellent problem-solving skills, with the ability to understand and address customer needs effectively.
- Empathy and patience in dealing with customers from diverse backgrounds, including parents and students.
- Exceptional organizational skills and attention to detail to manage customer information and ensure accurate record-keeping.
- Ability to work independently, prioritize tasks, and meet deadlines in a remote work environment.
- Proficiency in using customer service software and CRM systems to manage customer interactions and track progress.
- Familiarity with the education industry and an understanding of the unique challenges and needs of students and parents.
Job Type: Full-time
Salary: RM2,000.00 - RM2,800.00 per month
Benefits:
- Flexible schedule
- Professional development
- Work from home
Schedule:
- Monday to Friday
Application Question(s):
- Are you willing to travel to Cyberjaya during your probation period for training?
Language:
- English (Required)
Willingness to travel:
- 25% (Required)
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