Customer Service Officer - E-Learning Project Tập Đoàn Giáo Dục Và Đào Tạo Quốc Tế Đại Tây Dương - Atlantic Group

providing guidance to customers on how to use the e- learning platform and how to choose and study
The Customer Service Officer (CSO) is a member of the operations team and is tasked with
the company’s product and course offerings, resolve and report issues, respond to inquiries, and
collect customer/consumer feedback.
ur courses. This individual works closely with the platform and content teams to deeply understand
Support the student trial phase by
guiding trial students through the platform, offering assistance with course
monitoring and responding to inquiries from trial users and parents
registration, available features, and course components
collaborating with the marketing and sales teams to provide support and
information about subscription options post- trial
collecting and analyzing trial feedback and coordinating with relevant departments
rganizing focus group sessions with trial users and parents
to make necessary adjustments to the product and content
Enhance customer interaction by
providing information regarding FSEL’s courses and learning pathways, platform
responding promptly to customer inquiries via email, chat, and telephone
features, and subscriptions options
escalating unresolvable issues to the platform or content teams
resolving user issues with empathy, patience, and efficiency
recording and maintaining detailed notes of all customer interactions
Maintain product knowledge by
staying up- to- date with new features, updates, and learning content
attending product and content training sessions with the Academic Director
Manage feedback effectively by
facilitating communication between users and internal departments to enhance the
collecting and analyzing customer feedback to identify trends and insights
collaborating with the product and content teams to propose improvements
verall product experience
Ensure quality customer care by
adhering to customer service policies and procedures to ensure a consistent quality
f service
participating in ongoing training and development initiatives
acting as a brand ambassador, upholding and promoting FSEL’s values and
mission

● Previous experience of customer service in the tech sector is preferable
● Knowledge of Vietnamese learners
● A minimum of 2 years of customer service experience in the foreign language education sector
● English language proficiency of B1
● Bachelor’s degree or higher

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Cập nhật gần nhất lúc: 2024-04-03 11:01:35