Customer Service Representative -Trainee

Job Description

The Customer Service Representative plays a vital role in delivering a high-quality learner experience at Imperial Edutech. As the first point of contact for students and prospective learners, you will handle inquiries, resolve concerns, and ensure a seamless journey through our online education platform. This role blends customer support with introductory account management principles, making it an excellent opportunity for individuals passionate about education, technology, and customer engagement.

Key Responsibilities

Learner Support & Communication:

li]:mt-2 !list-disc">

• Respond promptly to learner inquiries via phone, email, and live chat.
• Deliver professional and courteous after-sales support to help learners succeed.
• Assist learners with accessing course materials, navigating the learning platform, and resolving technical issues.

Recordkeeping & System Updates

li]:mt-2 !list-disc">

• Maintain accurate records of all learner interactions in CRM and tracking systems.
• Monitor learner progress and provide updates to relevant internal teams.

Quality Assurance & Feedback Collection

li]:mt-2 !list-disc">

• Collect and record learner feedback, testimonials, and reviews.
• Share insights with internal teams to help improve course delivery and learner satisfaction.
• Optimize videos for various platforms.

Issue Resolution & Escalation

li]:mt-2 !list-disc">

• Handle customer complaints and critical issues with efficiency and empathy.
• Escalate unresolved problems to the appropriate departments in line with company procedures.

Collaboration & Coordination

li]:mt-2 !list-disc">

• Liaise with Sales, Academic, and Technical Support teams to ensure a unified learner experience.
• Share insights on common learner challenges and suggest service improvements.

Upselling & Course Recommendations

li]:mt-2 !list-disc">

• Identify learner needs and recommend additional courses that support their educational goals.
• Support learner retention and engagement through personalized suggestions.

Product Knowledge & Policy Awareness

li]:mt-2 !list-disc">

• Stay updated on all current courses, features, and company policies.
• Ensure accurate and timely dissemination of information to learners.

What You Will Need

li]:mt-2 !list-disc">

• 1 year of experience in customer service or learner support
• Demonstrates a strong commitment to understanding and meeting the needs of learners (Customer Focus)
• Excellent ability to communicate clearly and effectively, both verbally and in writing (Communication Skills)
• Ability to identify and resolve learner issues efficiently and effectively (Problem-Solving)
• Ability to understand and respond to learner concerns with empathy and patience (Empathy and Patience)
• Comfortable using and troubleshooting basic technical issues related to online platforms (Technical Aptitude)
• Ability to manage multiple tasks and keep accurate records (Organisational Skills)
• Ability to understand and apply company policies consistently (Adherence to Policy)
• Competent in using email clients (Outlook), word processing (MS Word), and spreadsheets (Excel) (Proficiency in Office Software)
• Ability to work effectively within a team using tools like Microsoft Teams (Collaboration Skills)
• Excellent written and verbal communication skills in English
• Strong customer service orientation with a genuine desire to help others
• Ability to multitask, prioritise, and manage time effectively
• Proficiency in using computers and navigating online platforms
• Ability to remain calm and professional when dealing with challenging situations
• Proficiency in Microsoft Office Suite, including Outlook, Word, and Excel
• Familiarity with online communication tools such as Microsoft Teams
• Ability to effectively manage email communication using Outlook
• Ability to create and deliver internal updates or basic reports using MS Word and Excel
• Ability to participate in team meetings and communicate effectively using Microsoft Teams

Shift time

li]:mt-2 !list-disc">

• Contract Duration: Permanent
• Location: Remote

What We Offer

li]:mt-2 !list-disc">

• Professional development opportunities.
• Competitive salary package.
• Collaborative work environment.