Customer Service Representative
Core
Handle student/learner queries via chat, email, and phone to resolve issues related to courses, payments, onboarding, and access.
Role type
Customer Service Representative (Education)
Builds
Student support and onboarding processes for an online learning platform
Domain
EdTech / Online Education
Deliverable
client delivery
Required skills
multi-tasking, prioritization, problem-solving, CRM/ticketing system management, outbound calling, email communication, chat support, data entry
Preferred skills
empathy, professional phone etiquette, knowledge base management
Responsibilities
Manage multiple student conversations simultaneously; Handle incoming student calls and provide first-contact resolution; Conduct outbound calls for onboarding, follow-ups, and feedback; Respond to student email queries with structured communication; Maintain detailed records of interactions in CRM systems; Coordinate with internal teams to resolve complex student concerns; Track unresolved issues until closure.
Seniority
Junior to Mid-level, hands-on IC