Respond promptly and effectively to student inquiries through various channels including email and phone.
Provide accurate information about courses, policies, and procedures. Maintain a high level of professionalism and empathy in all interactions with students.
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 companys 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. Maintain clear and effective communication with students, colleagues, and other teams within the company.
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.
Be prepared to handle crisis situations or service disruptions following established protocols and communication procedures.
