- Handle student interactions through calls, chat, texts, and emails with empathy and exceptional customer service
- Handle Tier II tickets and escalations based on assigned brands or verticals
- Support all brands within at least one vertical
- Use AI-powered support tools to improve response efficiency and provide consistent, accurate information
- Collect and organize student feedback and product bugs; share with CX management and stakeholders
- Prioritize multiple deliverables and change focus quickly to meet student and business needs
- Upskill on new and existing products or verticals
- Contribute ideas and insights to enhance the student experience
Requirements
- 2+ years customer service or relevant experience
- Availability for weekend and/or evening work
- Ability to handle calls, chats, emails, and texts from students for 80%+ of your day
- Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions
- Effective and clear verbal and written communication, including proper grammar
- Ability to open web browser and navigate multiple tabs simultaneously
- Impeccable time management and ability to handle a dynamic environment with multiple deadlines
- Punctuality and commitment to arrive on time for scheduled shifts
- Required: suitable remote working environment with reliable internet connection and a distraction-free, quiet area for calls
- Fluent/bilingual in Spanish is a bonus
Core Competencies
Demonstrates exceptional customer service skills through effective communication and empathy while managing multiple student interactions across various channels. Proficient in utilizing AI-powered support tools to enhance response efficiency and improve the overall student experience.
Highest-signal resume keywords
- Customer Service Experience
- Effective Communication
- Time Management
- Problem Solving
- Bilingual in Spanish
ATS Optimization Keywords
Hard Skills
- Handling Tier II Tickets
- Navigating Web Browsers
- Collecting Feedback
- Organizing Product Bugs
- Upskilling on Products
Soft Skills
- Empathy
- Listening Skills
- De-escalation
- Adaptability
- Punctuality
Industry Keywords
- Student Interactions
- Customer Experience Management
- Remote Working Environment
Tools & Technologies
- AI-Powered Support Tools
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CX Advisor Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
