Customer Service Representative

Univerlist is a leading provider of innovative solutions for individuals seeking to study abroad. Our platform connects aspiring students with prestigious universities worldwide, offering comprehensive resources and support to guide them through the process of exploring educational opportunities abroad.

Position Overview:

We are seeking a dedicated and empathetic Customer Service Representative to join our team. The Customer Service Representative will be the primary point of contact for individuals interested in studying abroad, providing assistance, guidance, and support via email, phone, and other communication channels to ensure a positive experience and satisfaction with our platform.

Key Responsibilities:

• Customer Support: Serve as the first point of contact for individuals interested in studying abroad, answering inquiries, providing information, and addressing concerns promptly and professionally via email, phone, live chat, and social media.
• Product Knowledge: Develop a deep understanding of our platform, services, and resources to effectively assist customers and provide accurate and relevant information to address their needs and inquiries.
• Application Assistance: Guide customers through the application process for studying abroad, including navigating the platform, submitting applications, and accessing relevant resources and support services.
• Problem Resolution: Identify and resolve customer issues, complaints, and escalations in a timely and efficient manner, escalating complex issues to appropriate departments or supervisors as needed to ensure satisfactory resolution.
• Follow-Up: Follow up with customers to ensure their inquiries and concerns have been addressed satisfactorily, and provide additional assistance or support as needed to ensure a positive customer experience and retention.
• Documentation: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in the customer relationship management (CRM) system, ensuring data integrity and accessibility for future reference and analysis.
• Feedback Collection: Solicit feedback from customers regarding their experience with our platform and services, and relay feedback to relevant departments to inform continuous improvement initiatives and enhance customer satisfaction.
• Cross-Functional Collaboration: Collaborate closely with cross-functional teams, including sales, marketing, product development, and technical support, to address customer needs and provide holistic support throughout the customer journey.
• Customer Advocacy: Serve as a customer advocate within the organization, championing the voice of the customer and advocating for their needs and interests to drive customer-centric decision-making and improve overall customer experience.

Qualifications:

• High school diploma or equivalent (Bachelor's degree preferred).
• Proven experience in customer service, preferably in a call center, helpdesk, or customer support role.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively and empathetically with customers from diverse backgrounds and cultures.
• Strong problem-solving and critical thinking skills, with the ability to assess customer needs, identify solutions, and resolve issues in a timely and efficient manner.
• Empathy and patience, with a customer-centric mindset and a genuine desire to help and support others.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment, while maintaining attention to detail and accuracy.
• Proficiency in using customer service software, CRM systems, and other communication tools.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, as needed to accommodate customer needs and business requirements.

If you are passionate about helping individuals achieve their educational goals and thrive in a multicultural environment, we invite you to apply for the position of Customer Service Representative at Univerlist. Together, we can make a difference in the lives of aspiring students and empower them to pursue their dreams of studying abroad.