Вакансия: Customer Service Agent for Online Coach Certification School (US Hours)
This role is for American coach certification school. Please only apply if you are ready to work during 9 am — 5 pm Pacific Time, Monday-Friday (this is 8pm — 4 am Moscow time) and your English is perfectly fluent.
Contract: 1099 Independent Contractor Agreement
Salary: 1000 USD/month
The main goal of this role is ensuring that all incoming inquiries from students, prospects, leads, subscribers, followers, external parties and team are answered in a timely manner, with excellent customer service, knowledgeable guidance, issue resolution and professionalism.
7 Key Areas of Responsibilities:
Area 1- Inquiry and Contact Management Handle general inquiries from leads, subscribers, followers, and the public regarding the school, its programs, and admission processes. Provide inbox support during program launches, effectively managing a high volume of queries.
Area 2- Technical and Administrative Issue Resolution Respond to email and direct message (DM) tickets, resolving technical and administrative issues faced by customers, team and students. Provide accurate and timely information in response to specific requests.
Area 3- Ad-hoc Support and Ticket Handling Offer ad-hoc support to the team in areas such as administration and technology (uploading recordings and PDFs to LMS, filing, pulling data from LMS/Freshdesk). Efficiently handle and resolve customer service tickets.
Area 4- Report Management Create and maintain reports on inquiries and contacts, detailing the number and types of inquiries received, the nature of the inquiry, and the mode of communication. Compile issue resolution reports, documenting problems or challenges, steps taken for resolution, response times, resolution times, and follow-up actions. Generate customer feedback and satisfaction reports to assess service effectiveness and identify improvement areas. Maintain logs and interaction histories of all customer communications.
Area 5- Performance Metrics Tracking Monitor and report on customer service performance metrics, including average response time, resolution time, case handling efficiency, and first-contact resolution ratio.
Area 6- Issue Escalation Process Manage the escalation process for issues requiring intervention from higher-level staff, ensuring a smooth transition and effective resolution in a timely manner.
Area 7- FAQ Database Maintenance Maintain and own the Frequently Asked Questions (FAQ) database, including compiling common inquiries, issues, and developing canned responses and resolution processes.
5 Key Performance Indicators (KPIs):
Efficiency in managing inquiries and contacts. Effectiveness in issue resolution and customer satisfaction. Accuracy and thoroughness in report generation. Adherence to response and resolution time targets. Quality of support provided in ad-hoc tasks and ticket handling.
Typical Day
Review and respond to incoming inquiries via email, DMs, and other communication channels. Resolve technical and administrative issues reported by customers or students. Update and maintain the FAQ database and customer interaction logs. Collaborate with the team for ad-hoc support tasks. Compile and analyze reports on inquiries, issue resolutions, and customer feedback. Review performance metrics and identify areas for improvement. Attend team meetings to discuss challenges, successes, and strategies for enhancing customer service. Engage in training or development activities to stay updated with best practices.
This role is for American coach certification school. Please only apply if you are ready to work during 8pm — 4 am Moscow time.
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