Role Purpose
The Customer Experience Specialist is responsible for answering customer (Students & Tutors) inquiries, requests and solving customer’s complaints and concerns such as accounts, bookings, payments, services and others tasks. He/ she is responsible for handling a variety of calls in a prompt and courteous manner.
The CX Specialist is liable to keep track of customer journeys, interact with our tutors & clients across channels and platforms, and coordinate with all internal stakeholders in order to keep fine-tuning the customer’s experience.
Key Responsibilities
Receive and resolve customers complaints (calls, emails, etc.) as per the set service guidelines and scenarios
Identify with the customers their needs and requirements/services need and refer their requests/unresolved cases to concerned parties
Follow up on customers inquiries/complaints to enhance business performance and increase customer retention rates
Ensure proper implementation of corrective and/or preventive measures when needed
Complete and maintain related reports, CRM (HubSpot) and files
Obtain and verify information for inbound/outbound calls
Enter requests into the CRM (HubSpot) with accurate information; as well as, Maintain the call center CRM and update accordingly
Offer suggestions for streamlining processes and increasing efficiency
Contact tutors to cater to the client’s needs
Provide recommendations based on the client’s preference, and follow-up with them on a daily basis
Provide the digital marketing team with valuable insights on the market and on the type of customers who sign up
Convince students to book with a tutor, to purchase & renew their package and most importantly be able to cross sell
Act as an educational consultant to be able to advise our students on their academic journey and match them with our tutors based on specific needs; Also, understand the requirements of our students and serve them in an adequate and efficient manner
Qualifications
Bachelor’s degree in business administration, PR or equivalent
2 to 3 years of experience in customer experience
Fluency in English and Local language; French is a plus
Proficiency in MS Office
Strong and efficient time management skills
Ostaz is the leading educational platform in the MENA region that offers premium learning services for all school subjects, languages, prep tests, and soft skills workshops. Ostaz team is committed at providing a personalized learning journey tailor-made to each learner’s goals and needs with the firm commitment of enhancing academic and professional performance. Since our inception in 2017, we have supported over 60,000 students, vetted and onboarded 1,000 experts’ teachers and mentors, and conducted more than 90,000 hours of teaching. Our vision is to build the #1 online learning platform and to enhance the academic performance of millions of students.
https://ostaz.com/
(961) 70030513
hr@ostaz.com