Job Openings 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.

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Job Description

• The Quality Assurance Specialist will monitor service and sales calls to assess employee demeanour, technical accuracy, sales performance, and conformity to company policies and procedures.
• This individual will be responsible to develop, create and implement call centre processes and procedures manual as needed.

Roles and Responsibilities

• Develop and implement a Quality assurance scorecard for evaluating and grading of customer interactions.
• Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
• Provides structured and timely recommendations through verbal and/or written feedback to the Customer success management team.
• Analyse service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the team.
• Participates in customer and client listening programs to identify customer needs and expectations.
• Prepares and analyses quality assurance reports for management staff review.
• Conduct compliance monitoring to ensure the team adheres to all team/company processes.
• Develop and maintain thorough knowledge and understanding of products, including performance and functional requirements of the Customer Success team.
• Drive innovation and optimize processes to improve the efficiency of team performance.

Requirements

• Bachelor's Degree in a relevant field.
• Work experience in a call centre, preferably in a technical environment.
• Strong attention to detail, exceptional listening and analytical skills.
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques.
• Demonstrated ability to work well in a team environment.

Compensation
Competitive.