Description:
Customer Service Assistant required
Job Role:
- KRA 1: Tickets Management
- Manage tickets on service now
- Follow up on escalated tickets
- Share detailed reports on teams
- KRA 2: Events Preparation
- Conduct courtesy calls with clients when needed
- Review registrations on the registration portal and provide registration reports
- Impersonate student accounts Checking their access
- Conduct Courtesy Calls with students
- Follow up with the unpaid candidates for different meta events
- Follow up with the BD team for GATOR requests
- Send joining instructions to trainees
- Prepare the attendance sheets for all meta events
- KRA 3: Additional Tasks
- Prepare Satisfaction metrics and escalate any issues
- Work with the CS lead to develop the CS process
- Work with the CS lead to prepare and categorize different issues and manage the upward feedback channel
- Interpersonal Relationship
- Have a high level of job-required social interaction. Will interact constantly with employees and clients.
- Communicate by telephone, e-mail, and in person daily. They also write letters and memos, but less often.
- Are regularly placed in conflict situations where people might become tense
- Work as part of a group or team.
- Must be able to work effectively in a diverse/multicultural environment, as well as be assertive and adaptable to new environments
Desirable/Essential
- Deep knowledge of the Customer Service different processes
- Good knowledge of the operations process
- Good knowledge of the general workflow of the organization
- Deep knowledge of the purchasing cycle (payment in special) for different clients to our products
- Good knowledge of program outlines and training objectives
- Basic knowledge of the operations process of the competitors
- Good knowledge of the best practices in IT training worldwide
- Good knowledge of the certifications, accrediting institutions, and instructors’ qualifications
- Monday Advanced User
- Sales Force Intermediate User
- Microsoft Office Suite Advanced User