Customer Service Representative

2 months ago


القاهرة, Egypt Digitling LTD Full time

Location: Remote

Department: Operations - Customer Success

Reports to: Customer Success Team Lead

About Alkuttab:
Alkuttab is an innovative online learning platform that blends the values of traditional education with modern approaches, focusing on Arabic and Quran tutoring. We aim to provide accessible, affordable, and quality education through individual and group study sessions.

Job Summary

The Customer Service Representative will play a key role in managing and enhancing the student journey at Alkuttab. This role requires proactive and responsive communication, technical support, and operational assistance to ensure that students and their families receive high-quality service and a seamless learning experience. This role includes night and overnight shifts to accommodate our global student base.

**Responsibilities**:

- Student and Parent Support: Respond promptly to inquiries, resolve issues, and handle complaints in a professional and empathetic manner.
- Class Management: Oversee daily scheduling, rescheduling, and cancellations to ensure smooth class operations, with attention to scheduling across different time zones.
- Technical Support: Assist students with technical issues, including platform navigation, Zoom troubleshooting, and internet requirements.
- Onboarding and Acquisition: Support new student enrollments, guide them through the onboarding process, and ensure a positive start to their learning journey.
- Subscription Management: Handle renewals, send reminders, process payments, and follow up on any issues related to subscriptions.
- Feedback Collection: Conduct surveys, gather feedback from students, and report trends to improve customer satisfaction.
- Retention and Engagement: Monitor student retention rates, analyze churn reasons, and work on retention strategies.
- Documentation and Reporting: Keep accurate records of all interactions, issues, and resolutions in CRM systems.
- Collaboration with Teams: Work closely with the Tutor Management and QA teams to address class-specific issues and maintain service quality.

**Requirements**:

- Education: Bachelor’s degree in a related field or equivalent experience in customer service.
- Experience: Minimum of 2 years of experience in a customer service role, ideally within education or online services.
- Technical Skills: Proficiency with CRM systems, online learning platforms, and basic troubleshooting for platforms like Zoom.
- Soft Skills: Strong communication, problem-solving, and empathy skills. Ability to work with diverse customer groups.
- Shift Availability: Must be available for night and overnight shifts to support students across various time zones. Flexibility for occasional weekend work is preferred.

Preferred Qualifications
- Experience in online education or tutoring services.
- Familiarity with Arabic language and culture.
- Ability to work in fast-paced environments and manage multiple tasks.

**Benefits**:

- Competitive salary
- Flexible remote working arrangements
- Opportunity for professional development and growth
- Collaborative and supportive work environment

Pay: From E£6,000.00 per month

Application Question(s):

- Working overnight shift?

**Experience**:

- Customer service: 2 years (required)

**Language**:

- English (required)

Expected Start Date: 10/11/2024



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