Customer Success Representative
Company Overview:
NetCom Learning is a premier provider of IT and business skills training, serving individuals and organizations worldwide. We offer a comprehensive range of training solutions tailored to meet the evolving needs of professionals and businesses in today's rapidly changing technology landscape.
About the Role:
As a customer service representative, you will be the face and voice of our company, interacting with our learners and ensuring their satisfaction. You will be responsible for driving and delivering world-class customer service, handling customer inquiries and issues, and facilitating smooth and successful training sessions. You will work in a dynamic and fast-paced environment, where you will constantly adapt to changing customer demands and organizational needs.
Key Responsibilities:
- 3-5 years of experience in a similar customer service role, preferably in a training or education company
- Broad understanding of the IT technologies and the training industry
- Customer-oriented mindset, with a passion for delivering exceptional service and value
- Prior experience servicing customers from the US, with excellent cultural awareness and sensitivity
- Professionalism, integrity, and respect for external and internal customers
- Excellent project and time management skills, with the ability to prioritize and multitask effectively
- Impeccable English communication skills, both verbal and written, with the ability to communicate clearly and persuasively
- Strong business acumen, strategic insight, and interpersonal savvy to work with senior managers and executives
- Good computer skills, including Excel, Outlook, and Microsoft applications for reporting and documentation purposes
- Excellent organizational skills, with the ability to handle multiple requests and follow up on details
Requirements:
- Drive seamless training delivery, resulting in excellent NPS (Net Promoter Score) and customer retention
- Manage student logistics, including registration, attendance, payment, and certification
- Host virtual classrooms, using Zoom or other platforms, and ensure a smooth and engaging learning experience for the participants
- Drive customer satisfaction, by responding to customer queries and feedback, resolving customer issues, and providing proactive support and guidance
- Recover customer experience and drive process improvement, by identifying and plugging gaps, escalating issues when necessary, and suggesting solutions and best practices
- Report training performance, using various metrics and tools, and provide insights and recommendations for improvement.
Why Join NetCom Learning:
- Competitive salary and comprehensive benefits package.
- Opportunities for continuous learning and professional development in a collaborative setting.
- Exposure to the latest project management techniques and industry trends.
- A chance to significantly influence the project management capabilities of diverse teams and organizations.
Embark on a journey of career empowerment! Join NetCom Learning as a Career Services Representative and be the catalyst for professional growth and success. Together, let's unlock endless opportunities and shape the future of learning and development.
