Customer Service Representative - Trainee

Job Overview

The Customer Service Representative is essential in ensuring an outstanding learner experience at Imperial Edutech. Serving as the initial contact for learners and prospects, you will handle inquiries, address concerns, and facilitate a smooth journey on our online education platform. This position combines customer support with entry-level account management skills, ideal for those passionate about education, technology, and learner engagement.

Key Duties

• Respond swiftly to learner questions via phone, email, and live chat.
• Provide courteous post-enrollment assistance to support learner success.
• Help learners access course content, navigate the platform, and resolve technical hurdles.
• Keep precise records of all learner interactions in CRM and tracking tools.
• Track learner progress and communicate updates to internal teams.
• Solicit and document learner feedback, testimonials, and reviews.
• Convey collected insights to improve course delivery and learner satisfaction.
• Optimize video content for different platforms.
• Manage customer complaints with professionalism and empathy.
• Escalate unresolved issues to relevant departments as per company policy.
• Coordinate with Sales, Academic, and Technical teams to maintain a cohesive learner experience.
• Identify recurring learner challenges and recommend service enhancements.
• Recommend additional courses aligning with learners' educational objectives.
• Encourage learner retention and engagement through tailored course suggestions.
• Stay informed about all courses, platform features, and company policies to provide accurate information.

Qualifications and Skills

• Minimum of 1 year experience in customer service or learner support roles.
• Strong learner-centric mindset demonstrating dedication to fulfilling learner needs.
• Excellent verbal and written communication capabilities in English.
• Skillful at resolving learner issues efficiently while showing empathy and patience.
• Comfortable diagnosing and troubleshooting basic technical problems related to online learning platforms.
• Capable of multitasking and maintaining detailed records.
• Consistent adherence to company policies.
• Proficient with Microsoft Office tools: Outlook, Word, and Excel.
• Ability to collaborate effectively using communication platforms such as Microsoft Teams.
• Maintains professionalism and composure in challenging situations.

Additional Details

• Contract type: Permanent
• Work location: Fully remote

Benefits

• Opportunities for professional growth and development.
• Competitive compensation package.
• Supportive, collaborative team environment.