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Job Description
- Handle the day to day operations, escalate cases as needed.
- Deliver the highest level of customer service to customers through effective troubleshooting and technical support.
- Support customers via different channels.
- Gather customers' feedback on a weekly/monthly report.
- Create & Update Help Center content.
- Follow up on all pending cases on daily basis ensuring that the best customers experience provided consistently.
- Escalating complaints, technical, marketing, sales and partnership related cases to concerned departments.
- Perform any tasks assigned from the Customer Experience Manager.
Job Requirements
- Self-starter with an Entrepreneurial mindset.
- 1+ years of customer support, help desk, technical support, contact center or social media support experience.
- Passion for customer experience and deep interest in Education industry.
- Problem solving expertise.
- Excellent communication skills (verbal, written, and presentation).
- Knowledge of Zendesk, Salesforce, and other CRM tooling is a plus.
- Previous experience in selling e-learning/education courses is a plus.
- Previous experience working in a start-up environment is a plus.
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