Customer care agent

Job Description

As a Customer Care Agent at land of learning , you will serve as the first point of contact for students, teachers, and prospective clients. You will be responsible for delivering outstanding support through multiple channels, ensuring all inquiries are addressed promptly and effectively. Your role will be integral in enhancing the user experience, resolving issues, and fostering a positive, seamless learning environment for both educators and learners.

Key Responsibilities
? Customer Support: Assist students and teachers with account management, course inquiries, technical issues, and general troubleshooting to ensure smooth operations.
? Issue Resolution: Handle inquiries related to scheduling, billing, platform functionality, and other user concerns, offering clear and accurate guidance.
? Communication: Provide assistance via email, live chat, and phone support while maintaining a friendly and professional tone.
? Technical Assistance: Help users navigate and troubleshoot platform issues, including login problems, video conferencing glitches, or software-related issues during lessons.
? Quality Assurance: Monitor user feedback and ensure all interactions meet the company?s service standards, escalating issues when necessary.
? Collaboration: Work closely with the tech, teaching, and management teams to resolve complex issues and improve overall service delivery.
? Documentation: Record all customer interactions and resolutions in the CRM system, keeping accurate and up-to-date records for future reference.

Job Requirements

Qualifications
? Proven experience in customer service or support roles, preferably in an online education or tech environment.
? Strong written and verbal communication skills in English.
? Problem-solving skills with the ability to remain calm and efficient under pressure.
? Familiarity with online learning platforms or video conferencing tools is a plus.
? A customer-first mindset and the ability to build rapport with a diverse range of clients.
? Patience, empathy, and a proactive attitude towards resolving customer issues.

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