Handle student interactions (Calls, Chat, Texts and Emails) with empathy and understanding, and serve as a role model of exceptional customer service
Handle Tier II tickets and escalations based on assigned brands or verticals
Strong knowledge of at least one vertical with the ability to support all brands within it
Use AI-powered support tools to enhance response efficiency and provide consistent, accurate information to students across multiple communication channels
Collect and organize student feedback or product bugs; share with CX management team and/or other company stakeholders
Prioritize multiple deliverables and responsibilities, with the ability to change focus quickly and efficiently in order to meet students and business needs
Upskill on new and existing products or vertical as needed
Use your advanced knowledge of student experiences to contribute ideas and insights that enhance the student experience

2+ years customer service or relevant experience
Availability for weekend and/or evening work
Ability to handle calls, chats, emails, and texts from students for 80%+ of your day
Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions
Effective and clear verbal and written communication, including proper grammar
Ability to open web browser and navigate multiple tabs simultaneously
Impeccable time management and ability to handle a dynamic environment with multiple deadlines
Punctuality – commitment to arrive on time for your scheduled shifts and be a role model to the team
Required: A suitable, remote working environment with reliable internet connection and a distraction free, quiet area for calls; headset and voice-over phone equipment provided

Customer Experience Advisor

Key skills