Customer Service Representative Education Mid-Shift

• Respond to customer inquiries promptly and professionally via email chat and phone.
  
• Assist customers with initial enquiries providing information about our tutoring services pricing and tutors availability.
  
• Provide technical support to customers as needed guiding them through our platform assisting with payments and troubleshooting any issues they may encounter.
  
• Update customer bookings at their request and in line with our policies.
  
• Liaise with tutors to coordinate and support with scheduling.
  
• Proactively follow up with customers to ensure satisfaction.
  
• Collaborate with other team members to continuously improve overall customer satisfaction response times and resolution rates.
  
• Monitor and categorise conversations between Tutors and Parents/Students ensuring that required actions have been taken and standards are met.
  
• Document customer interactions transactions and feedback.
  
• Acknowledge and resolve customer complaints in a timely and professional manner.
  

Requirements

• Bachelors degree in Business Communication Marketing or a related field is preferred.
  
• Exceptional communication and interpersonal skills with a friendly and professional demeanour.
  
• English speaker with excellent written and verbal communication skills.
  
• At least 3 years of experience in customer service customer success or similar roles.
  
• Proficiency with computer systems and familiarity with online booking systems or CRM software.
  
• Ability to work independently and collaboratively as part of a remote team.
  
• Strong Numerical Skills: Ability to calculate total costs apply percentage discounts and convert between timezones.
  

• Friendly and engaging: fosters a positive relationship with our clients showing sincere empathy and the genuine interest to help them with their scheduling needs.
  
• Open to candid feedback and communication: receptive to constructive input and actively communicates with colleagues to help improve everyone s performance and the company advance.
  
• Commitment to continuous improvement: willing and eager to learn and grow professionally.
  
• Longterm working relationship: committed to building a stable and longlasting partnership.
  
• Responsible and trustworthy: takes ownership of tasks and demonstrates reliability and integrity in all actions.
  
• Familiarity with the British Education System: preferably has a background/experience within the British education system.