Customer Service Representative (Remote)

Overview

Responsibilities

• Customer Support & Communication:
• Serve as the primary contact for parents, students, and tutors via email, phone calls, WhatsApp, and social media platforms.
• Provide accurate, timely, and professional responses to inquiries regarding courses, enrollment, class schedules, tutor availability, and school policies.
• Proactively follow up on unresolved issues to ensure complete customer satisfaction.
• Issue Resolution & Escalation:
• Handle and resolve customer complaints related to payments, class access, technical issues, missed sessions, and scheduling conflicts.
• Escalate complex or sensitive issues to the appropriate departments (Supervisors, Tutors, Finance, or Management) and track them to resolution.
• Act as a customer advocate by identifying recurring issues and suggesting service improvements.
• Records & Documentation:
• Accurately log all customer interactions, complaints, and resolutions in the school’s CRM system.
• Maintain up-to-date records of customer information, feedback, and service history.
• Prepare basic service reports and summaries when required.
• Collaboration & Internal Support:
• Work closely with tutors to communicate schedule changes, class updates, and parent feedback.
• Liaise with the operations and finance teams to ensure smooth onboarding, billing, and class delivery.
• Support administrative tasks related to customer experience and service quality.

Requirements

• HND or Bachelor’s D egree in any relevant field; customer service certification is a plus.
• Minimum of 2 years’ experience in a customer service or support role (experience in education or edtech is an advantage).
• Excellent written and verbal communication skills in English.
• Strong interpersonal skills with a calm, patient, and professional demeanor.
• Proficiency in Google Workspace, Microsoft Office, and CRM tools.
• Strong problem-solving skills and ability to multitask in a fast-paced remote environment.