Job Description
CUSTOMER EXPERIENCE ASSOCIATE
team and make millions of parents, teachers and students smile every day.
Overview
Interested in providing exceptional customer service at a fast-paced start-up, redefining how Africans teach and learn?
TopSet’s mission is to revolutionise the way Africans learn and teach. We foster cultural identity and engagement among the African diaspora through language learning and drive academic improvement for TopSet kids with our online tutors and learning app.
About the role:
You will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction and success with our online tutoring services. You will work closely with cross-functional teams, such as Sales, Marketing, Operations, Product, etc. to drive customer retention and growth.
Responsibilities
- Serve as the primary point of contact for a portfolio of students, their parents and tutors; understanding their educational needs and goals, and offering solutions to meet their needs.
- Build and maintain strong relationships with students and their parents, ensuring their satisfaction and success with our online tutoring services.
- Develop and execute onboarding, adoption, and retention strategies to ensure students are achieving their desired educational outcomes.
- Identify growth opportunities within your student portfolio and work with the sales team to upsell and cross-sell our tutoring services.
- Collaborate with cross-functional teams to gather student feedback and insights to drive tutoring service improvements.
- Maintain accurate records of student interactions and provide regular reports on student satisfaction and success metrics.
Qualification
- 2+ years experience in Customer Support, Account Management, or a related field (Required).
- Prior work in the Education Industry or in a Start-Up (Preferred).
Other Requirements:
- Bachelor’s degree.
- Strong attention to detail.
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and ability to think creatively to find solutions.
- Ability to work independently and as a part of a team while always maintaining a professional, customer-oriented attitude
- Strong prioritisation and organiation skills and a sharp ability to multitask
- Proficient in Microsoft Office or Google Suite.
- Experience with CRM software, such as Zoho, HubSpot, and Salesforce is a plus.
- Passion for helping students achieve their educational goals.
- Applicants must have a functioning laptop.
Salary:
- N300,000+
Location: Remote work, based in Nigeria.
If you are proactive and driven and have excellent attention to detail, we would love to hear from you!
Apply: CUSTOMER EXPERIENCE ASSOCIATE
