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The primary role of the Customer Success Advisor is to be the first point of contact with our customers, responding to and resolving queries in a timely, efficient and friendly way. They will use Intercom and Zoom as the primary methods of communication and will liaise closely with one another to ensure smooth handovers. The Customer Success team aims to deliver first-class customer support to ensure our customers are educated about and successful with the products.
In This Role You Will
* Familiar with the products of Discovery Education
* To answer and resolve customer enquiries (parents and teachers) via Intercom as live web chat, via email or over the phone and demonstrate ownership of the problem
* Resolve customer queries the first time they are raised wherever possible
* Liaise with other departments to ensure resolution
* Understand our customer feedback and use the feedback to highlight weaknesses and improve where possible. Collaborate with the CSA team to share information and pass feedback/patterns to the broader team
* Take ownership of complaints and ensure the complaint is resolved promptly
* Suggest and write support articles for our Help Centre where needed
* Work with the team to ensure our processes are efficient
* Respond to the app store, Trust Pilot and social media reviews
Core Competencies For Success
* Product Knowledge
o An understanding of Discovery Education products and services is advantageous
o Ability to quickly learn and adapt to new features and updates
* Customer Support Expertise
o Proficiency in using customer support tools like Intercom and Zoom
o Ability to manage and resolve complaints effectively
* Communication Skills
o Strong written and verbal communication skills
o Ability to convey complex information clearly and concisely to a diverse customer base
* Problem-Solving Abilities
o Aptitude for resolving customer queries on the first contact
o Ability to identify patterns in customer feedback and use them to suggest improvements
* Collaboration and Teamwork
o Ability to work closely with other departments to ensure smooth handovers and resolution of customer issues
o Willingness to share knowledge and collaborate with team members to improve processes
* Technical Proficiency
o Familiarity with managing the app store, Trust Pilot, and social media reviews
o Ability to suggest and create support articles for the Help Centre
* Time Management
o Strong organizational skills to manage multiple customer inquiries and ensure timely resolution
o Ability to prioritize tasks effectively to maintain efficiency
* Customer-Centric Mindset:
o A genuine passion for helping customers and ensuring their success with the product
o Empathy and patience when dealing with customer inquiries and complaints
* Continuous Improvement
o A proactive approach to identifying areas for improvement in customer service processes
o Openness to feedback and a commitment to personal and professional development
* Resilience
o Ability to remain calm and professional in high-pressure situations
o Persistence in resolving complex customer issues to ensure satisfaction
* Adaptability
o Willingness to adapt to new tools, processes, and customer needs as they evolve
o Flexibility in handling diverse customer requests and inquiries
* Attention to Detail
o Strong focus on accuracy and thoroughness in all customer interactions and documentation
o Ability to identify subtle details in customer feedback that could indicate larger issues
Credentials And Experience
* Experience in handling customer inquiries through live chat, email, and phone
* Legal right to work in the United Kingdom
This is a part-time role that will sit in our Bath office with a hybrid work schedule.
At Discovery Education, we are fulfilling our mission of preparing learners for tomorrow by creating innovative classrooms connected to today's world.
Serving more than 4.5 million educators and 45 million students, available in approximately half of U.S. classrooms and primary schools in the UK, and more than 140 countries around the globe; we are on a journey to transform teaching and learning though innovative partnerships with school districts, states, ministries of education, and other like-minded organizations.
We have built an award-winning and highly reputable organization because of talented and driven people who work together to accelerate student achievement by tapping into students' natural curiosity and desire to learn by capturing their minds and imagination through the fascination of Discovery.
Why Join Discovery Education?
Discovery Education believes empowering each team member is vital to cultivating high performing, highly engaged teams. Being a part of our team means we partner together to achieve mutual goals. To this end, Discovery Education offers inclusive and robust offerings. You can find a complete listing on our Career Page.
Team Member Wellness – When you feel great, you do great work!
* 28 days leave plus UK bank holidays
* Annual Winter Holiday Break (typically the last week of December)
* Income protection to support you during long term illness
* 4x salary Life Assurance
* Medicash cash back plan
* Private Medical Insurance
* Vivup cash back and discounted plan for 1000s of high street stores
* Cycle to work scheme
* Paid eye test and money towards glasses
* Numerous Employee Assistance Programs
* A social committee that helps us team build and celebrate wins
Career Development Ownership - Be the driver of your success!
* Continuing Education AND Tuition Reimbursement Programs for when you choose to study further in your field as you work
* Mentorship program and collaboration with veteran leaders
* Constant opportunities for cross-functional training and skill building
* Uncapped career growth
* Unlimited LinkedIn Learning
* Leadership training for people mangers
This opportunity is perfect for people interested in joining a high-performing, collaborative team, who enjoy a dynamic industry, and are excited about high-impact, project-based work.
Inspired? We would love the opportunity to review your candidacy! Select the blue “Apply Now” button at the bottom left of the screen to begin your application.
Discovery Education is an equal opportunity employer. Discovery Education is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the communities we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender, protected veteran status or disabled status or, genetic information.
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