Engagement Specialist - English / Japanese

Key accountabilities
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
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
Skills & experience
3 to 5 years of experience in customer support, preferably in the training field (language learning and/or general training field)
Fluent in English and Japanese (native skills required)
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