Learner Experience Agent at uLesson

Job Description

• We are looking for an experienced learner experience agent to help us retain our core customer base.
• In this role, you will deal directly with customers to find out what issues they are facing, how we may improve our products and services, and how to retain their business.
• You would also help learners develop a plan for their academic careers that correspond with their skills and interests.

Roles and Responsibilities

• Onboarding new customers by communicating the value of uLesson, and its features to potential prospects.
• Proactively engage customers at risk of churning, by identifying the root cause and proffering
• solutions to ensure they are retained and get the most value out of the uLesson app.
• Manage customer feedback and complaints effectively to continuously enhance customer experience.
• Address customer concerns and questions and overcome potential roadblocks during engagements.
• Contribute to optimizing existing processes within the company to actively enhance customer success initiatives.
• Achieve agreed-upon engagement and retention targets and outcomes within schedule.
• Conduct surveys and report outcomes to aid strategic business decisions.
• Assesses the needs, strengths, and weaknesses of learners through a variety of means.
• Contribute and implement strategies to bring customer value and drive retention and revenue goals.
• Maintain strict confidentiality on customer information you access via the company’s computer systems.
• Apply a constant sense of urgency during each customer engagement focusing on customer empathy and outstanding customer service.
• Assists learners with academic planning, accountability, and/or organization.

Requirements

• Bachelor's Degree in a related field (a degree in guidance counselling is an advantage)
• Experience in similar roles.
• Excellent customer service skills.
• Strong problem-solving and conflict-resolution skills.
• Thorough understanding of developmental expectations for students of different ages.
• Ability to remain calm and professional in stressful situations.
• Outstanding communication (verbal and written) and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.

Compensation
Competitive.