job description
Join Edusuite Inc. as a Customer Experience Specialist and become the face of our innovative educational technology solutions. Based in the vibrant hub of Canggu, Bali, you will play a pivotal role in ensuring our end-users receive timely, accurate, and professional support while fostering long-term satisfaction and loyalty.
In this dynamic role, you will serve as the first point of contact for users navigating our system, addressing inquiries, resolving issues, and providing guidance to enhance their experience. Your ability to communicate clearly, empathize with users, and deliver solutions efficiently will directly impact our brand’s reputation and customer retention.
Edusuite Inc. is committed to transforming education through technology, and we’re looking for a passionate, detail-oriented professional to help us maintain exceptional service standards. If you thrive in a collaborative environment and are eager to contribute to a mission-driven company, this is your opportunity to make a difference.
Responsibility
- Serve as the primary point of contact for end-users, providing timely and professional support via email, chat, and phone.
- Diagnose and resolve user inquiries, technical issues, and concerns with accuracy and efficiency.
- Document and track customer interactions, feedback, and resolutions in our CRM system.
- Collaborate with cross-functional teams (e.g., Product, Engineering) to escalate and resolve complex issues.
- Proactively identify recurring user pain points and suggest improvements to enhance the customer experience.
- Develop and maintain FAQs, help guides, and tutorials to empower users with self-service resources.
- Monitor customer satisfaction metrics (e.g., CSAT, NPS) and implement strategies to improve scores.
- Stay updated on product features and updates to provide accurate and up-to-date information to users.
Qualifications
- Bachelor’s degree in Communications, Business, IT, or a related field (or equivalent work experience).
- Minimum 2 years of experience in customer support, client services, or a similar role, preferably in the SaaS or EdTech industry.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Strong problem-solving and analytical skills with a customer-centric mindset.
- Proficiency in CRM tools (e.g., Zendesk, Salesforce) and Microsoft Office/Google Workspace.
- Ability to work independently and collaboratively in a fast-paced, remote-friendly environment.
- Familiarity with educational technology or software systems is highly advantageous.
- Demonstrated ability to handle high-pressure situations with patience and professionalism.