Customer Service Representative (Remote)

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.

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.