Job Description

divh2Customer Service Representative/h2pAs a Customer Service Representative, you will play a pivotal role in ensuring exceptional customer experiences across various communication channels. Your responsibilities will include addressing customer inquiries, resolving issues promptly, and collaborating with internal teams to enhance our service delivery. You will handle desk tickets, live chat sessions, and email support while also contributing to projects aimed at improving our customer experience./ppstrongJob Responsibilities/strong/ppDesk Tickets:/pulliMaintain comprehensive documentation in the CRM system for consistency./liliResolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly./liliEscalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines./liliManage and categorize SPAM tickets and emails./liliReconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary./liliHandle Inquiry Contact Forms, providing initial assistance before transferring to the sales team./liliManage customer cancellations and retention efforts, collaborating with relevant departments./liliAddress course ratings below 4 stars, gather feedback for improvements and inform the content team./liliProcess paid PayPal invoices and scholarship applications when required./li/ulpChat Support:/pulliProvide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting./liliGuide customers on website navigation, subscriptions, and course recommendations./liliTransfer relevant inquiries to the Sales team and set tasks for discount/promotion requests./liliEncourage subscription upgrades and maintain high customer feedback ratings./li/ulpEmail Support:/pulliRespond promptly and professionally to all customer emails./liliEscalate issues as needed, providing context for resolution./liliManage email inboxes and document all correspondence in the CRM./li/ulpAdditional Responsibilities:/pulliAssist with basic onboarding of new Training and Access clients when necessary./liliMonitor and follow up on annual subscription renewals./liliIdentify sales opportunities from reports and abandoned carts, transferring leads to the Sales team./liliContribute to special projects and attend weekly meetings./liliProactively raise customer issues and propose solutions to management./liliDevelop and uphold Customer Service procedures and standards, documenting processes for continuous improvement./liliMaintain accurate customer records across company applications./liliDraft and distribute mass emails to subscribers on relevant topics./li/ul/div

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