Engage learners through motivational techniques Guide and motivate learners optimally by initiating the communication (Phone/Email/Chat) or responding to requests and queries Develop positive relations while managing your groups of learners Monitor learner engagement to help optimize their learning and achieve study goals Develop and maintain expertise around the company's products/services Champion end user driven feedback to improve process, provide visibility over program and escalate according to procedure Maintaining visibility on actions taken for cross-functional reporting. Keep track of all interactions and report on the same (manually as a first stage) Strong collaboration with technical support team to share and address account-level issues and follow up of incidence resolution Collaboration with product team to share and escalate improvement requests Collaboration with customer success management team to confirm goals, proactively report issues affecting account, help with the program management process, escalate and share any “red flags” to be addressed, or success stories Conduct all interactions in a manner that presents the company in a positive light Actively participating in job related trainings Assist in the translation of program documents in different languages as required Minimum Qualifications:
2 to 3 years of experience in customer support, preferably in the training field (language learning and/or general training field) Fluent in English and German Excellent communication skills (verbal and writing) and a talent for motivating (reluctant) learners Strong organizational skills with demonstrated administrative professionalism and responsiveness Strong computer skills Excellent Management of Excel, Word Power Point and Outlook Must have excellent soft skills and “can-do” attitude Warmth and positivity Passionate about helping people Respectful, good mannered and tactful A good listener, Ability to remain calm under pressure Must be able to handle complaints and difficult situations Availability and Flexibility Responsible and Accountable Adaptable to a changing (growing) environment
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