Client SuccessEscalations Specialist

This is a remote position.

Position Overview: As a Client Success Specialist (Escalations Specialist) at GetmyCourse you will play a crucial role in maintaining and enhancing the relationship between students GetmyCourse and our partner RTOs. You will primarily focus on handling service recovery callouts managing escalation calls coordinating certificate releases and ensuring accurate student allocations.

Key Responsibilities:

• Handle escalated customer issues with professionalism and efficiency to achieve satisfactory resolutions.
  
• Conduct service recovery callouts to address and resolve student concerns promptly and effectively.
  
• Coordinate with RTOs to ensure timely release of certificates and accurate allocation of students.
  
• Maintain meticulous records of all escalations and resolutions for future reference and improvement.
  
• Collaborate closely with the operations team to streamline processes and improve service delivery.
  
• Monitor and manage the accuracy of processing cancellation refunds and certificate releasing.
  
• Act as a liaison between students RTOs and internal departments to ensure smooth communication and operations.
  

Key Performance Indicators (KPIs):

• Count of Positive Reviews: Measure the number of positive feedback received from students and RTOs.
  
• Accuracy on Processing Cancellation Refunds: Track the precision and timeliness of cancellation refund processing.
  
• Certificate Releasing: Ensure certificates are released accurately and within agreed timelines.
  

Qualifications and Skills:

• Proven experience in a clientfacing role ideally in customer support or client success.
  
• High attention to detail with a focus on accuracy and quality of work.
  
• Ability to thrive in a fastpaced environment and manage multiple priorities effectively.
  
• Strong interpersonal and communication skills both written and verbal.
  
• Problemsolving mindset with the ability to think strategically and execute tactically.
  
• Capacity to work collaboratively in a team environment and independently when necessary.
  
• Track record of meeting and exceeding performance metrics and targets.
  

Benefits