Customer Support Specialist

Cirencester

Overview

Studee is a start-up in the ed-tech space, we help international students to find their dream university online and universities to find the best students to enrol at their institution.

We are looking to add to our team and are currently recruiting for a Customer Support Specialist.

The job is hybrid, with 2 days a week in the office in Cirencester and the remainder working from home. If you want to attend the office more frequently you are of course welcome to.

Job Specifics

As the primary liaison for education agents and universities, the Customer Support Specialist is responsible for efficiently managing all inbound inquiries, including those from students. This role ensures prompt and effective communication through live chat, WhatsApp, and other platforms, addressing queries, resolving issues, and guiding users through the application process. The specialist is key in providing timely updates on application statuses and ensuring all stakeholders receive the necessary support for a seamless experience.

Principle responsibilities

• Manage all customer inbound queries from education agents, universities, and students efficiently, ensuring timely and accurate responses through our customer support channels, live chat, email and WhatsApp.
• Establishes trusted relationships
• Resolve customer issues and address queries promptly to the best of your ability
• Maintain a positive attitude and calmly respond to customers’ complaints
• Address any issues a student may have through the application process, providing clear and concise information to support their application.
• Where appropriate, update application statuses queries, ensuring all parties are informed of any changes or necessary actions.
• Escalating queries and concerns, when necessary
• Uphold high standards of customer service and support, striving to exceed expectations and improve user satisfaction.
• Document interactions, issues, and resolutions in our Omni Channel platform (Front) to maintain comprehensive records for follow-up and analysis.
• Collaborate with other teams to enhance the overall service delivery and resolve complex issues.
• Continuously seek opportunities to improve processes and customer service strategies based on feedback and performance metrics.

Skills

Communication Skills

• Clear and Concise Communication: Ability to explain complex processes in a simple and understandable way, both in writing and verbally.
• Active Listening: Understanding customer needs by listening attentively to their concerns and responding appropriately.
• Multilingual Abilities: Given the international nature of the role, proficiency in multiple languages, especially English, would be advantageous

Customer Service Orientation

• Empathy: Demonstrating understanding and care for customer concerns, creating a positive experience.
• Patience: Handling inquiries and complaints calmly, especially when dealing with frustrated customers.
• Problem-Solving: Ability to quickly assess situations, identify problems, and provide effective solutions.

Technical Proficiency

• Multi-Channel Support Platforms: Familiarity with customer support tools like live chat, WhatsApp, and CRM systems such as Front.
• Basic Tech Troubleshooting: Understanding of common technical issues and the ability to guide customers through them.
• Data Entry and Documentation: Accurate and efficient documentation of customer interactions for tracking and analysis.

Time Management and Efficiency

• Response Time Management: Ability to manage multiple inquiries across different channels while adhering to response time SLAs.
• Prioritisation: Quickly determining the urgency of different tasks and managing workload effectively to meet KPIs.

Cultural Sensitivity

• Understanding of cultural differences: Awareness and sensitivity to cultural nuances, especially when interacting with international customers.

Emotional Intelligence

• Self-Regulation: Maintaining a positive and professional demeanour even under pressure.
• Social Awareness: Understanding the emotional state of customers and responding in a manner that fosters trust and satisfaction.

Conflict Resolution

• De-escalation Techniques: Ability to calm upset customers and turn a negative situation into a positive outcome.

Benefits

• 25 days holiday + 1 day extra for every year you stay with us, up to a max of 30
• NEST Pension scheme
• Flexible working hours (core hours are 10am-4pm)
• Regular all expenses paid social events
• 5 paid Training days per year.
• Up to 2 hours for lunch if you need it (you just need to start earlier or finish later)
• Mental health first aiders available to talk to (it’s OK not to be OK)
• Dog friendly - if you’d like to bring your dog to the office in Cirencester you can
• 3 paid days off every year to volunteer

Equality, Diversity & Inclusion Statement

Studee is a diverse and inclusive place to work where we can all be ourselves. We believe it is important to have team members that not only reflect the communities that we work in but also our customers. Our ambition at Studee is to work together to promote a diverse, equal, and inclusive environment which attracts all candidates. The Company is committed to actively opposing all forms of discrimination.

Promotion of our core values

We’d like you to understand our core values, embrace and live them.

They are:

• Passionate
• Open & Honest
• Accountable
• Empathetic

We want you to be a positive influence on everyone you work with.

Please click on Apply Now and email your CV and covering letter.

Salary: £22-£24K

Hours Per Week: 37.5

To Apply simply click the 'Apply Now' button below and complete the online form including attaching an up-to-date CV.