• Develop and Implement Service Standards: Define and implement customer service policies, procedures, and standards to ensure consistent and high-quality support delivery across all touchpoints.
• Manage Support Channels: Oversee the operation of all customer support channels (Onboarding, Training, Upsell & Cross sell and monitoring ) ensuring efficiency and effectiveness.
• Establish and Monitor KPIs: Define key performance indicators (KPIs) for customer service (e.g., resolution time, customer satisfaction scores, first contact resolution rate) and monitor team performance against these metrics.
• Implement and Optimize CRM Systems: Manage and optimize the use of Customer Relationship Management (CRM) systems to track customer interactions, identify trends, and improve support workflows.
• Develop Self-Service Resources: Oversee the creation and maintenance of self-service resources such as FAQs, knowledge base articles, and tutorials to empower customers to find solutions independently.

II. Customer Issue Resolution and Escalation:

• Handle Complex Escalations: Serve as the point of escalation for complex or critical customer issues, ensuring timely and satisfactory resolution on all our client’s platforms.
• Problem Solving and Root Cause Analysis: Investigate customer complaints and issues to identify root causes and implement preventative measures to avoid recurrence.
• Liaise with Internal Teams: Collaborate with product development, and other internal teams resolve technical issues and provide feedback on product usability and customer needs.

• Ensure Timely Communication: Maintain clear and consistent communication with customers throughout the resolution process.

III. Customer Experience Advocacy and Improvement:

• Gather and Analyze Customer Feedback: Collect and analyze customer feedback through surveys, reviews, and interactions to identify areas for improvement in products, services, and support processes.
• Identify Customer Pain Points: Proactively identify and address customer pain points and potential areas of dissatisfaction.
• Advocate for Customer Needs: Represent the voice of the customer within the organization, providing insights and recommendations to improve the overall customer experience.
• Contribute to Product Development: Provide valuable customer feedback to the product development team to inform product updates and future features.

IV. Reporting and Analysis:

• Generate Performance Reports: Prepare regular reports on customer service performance, trends, and key metrics for senior management.
• Analyze Data for Insights: Analyze customer service data to identify areas for improvement, optimize processes, and predict future needs.
• Provide Data-Driven Recommendations: Use data insights to make recommendations for enhancing customer service strategies and improving the overall customer experience.

·        First Contact Resolution Rate (FCR)

·        Average Resolution Time

·        Support Channel Efficiency

·        CRM Utilization Rate

·        Escalation Resolution Time

·        Self-Service Usage Rate

·        Customer Feedback Volume

·        Report Accuracy and Timeliness

·       Implementation of Preventative Measures

●                Internal

·       Technical Support/IT Team

·       Sales and Marketing Teams

·       Training and Onboarding Team

·       Quality Assurance Team

●      Senior Management

●                External

·       Vendors/Solution Providers (CRM software providers)

·       Third-Party Support Providers

●      Regulatory Bodies (if applicable)

• Exceptional Communication Skills: Excellent verbal and written communication skills, including active listening, empathy, and the ability to explain technical concepts clearly to non-technical users.
• Strong Leadership and Team Management Skills: Ability to motivate, coach, and develop a high-performing customer service team.
• Problem-Solving and Analytical Skills: Ability to identify, analyze, and resolve complex customer issues effectively and efficiently.
• Customer-Centric Approach: A genuine passion for providing outstanding customer service and a commitment to exceeding customer expectations.
• Conflict Resolution Skills: Ability to handle difficult customer interactions with professionalism and diplomacy.
• Organizational and Time Management Skills: Ability to prioritize tasks, manage time effectively, and ensure timely responses to customer inquiries.
• Adaptability and Resilience: Ability to thrive in a fast-paced environment and remain calm and professional under pressure.
• Interpersonal Skills: Ability to build strong relationships with customers and internal teams.

·       Knowledge of Customer Service Best Practices: Up-to-date understanding of current customer service trends, strategies, and technologies.

●      Must have a Business Administration, Communications, Marketing, or a related field.

●      Must possess a Customer Service Management certification and a hands-on experience with Customer Relationship Management (CRM) systems.

●       Knowledge of the Educational Technology Industry: – Learning Management Systems (LMS) will be an advantage.

●      Commitment

●      Honesty

●      Integrity

●      Proactive