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About the job
Client Support Consultant
Top Dog Education, founded in 2010, has developed a number of online education solutions and have successfully brought these to market. We’re currently focused on our CambriLearn product, with the goal of becoming the global leader in online education. The company is in a high growth stage and is expanding into other curriculums and territories outside of South Africa.
Join our fast-growing team and help us build a world-class Client Service function that sets us apart from our competitors and provides guardians, learners and our affiliates with high-touch, personalised support. Your mission is to provide prompt, quality support that surprises and delights, and to actively participate in the process of improving the quality and efficiency of our support processes. You will have the opportunity to join a team who is passionate about what they do, and to grow your career with us as we expand globally.
Own the successful outcome of first-line support queries from guardians, learners and affiliates, using Salesforce Service Cloud, Intercom and telephone:
Billing queries from guardians and affiliates, including the processing of upgrades, downgrades and cancellations;
Platform technical support queries from guardians and learners; and
Curriculum and teacher queries from guardians, learners and affiliates.
Effectively liaise with internal IT support and the pedagogy team on second-line technical support and schooling queries, ensuring a seamless hand-off.
Contribute to succinct, high-quality bulk communications to users of the CambriLearn platform, improving their understanding of issues affecting their use of the platform.
Generate accurate and high quality individual communications to new guardians, students and affiliates, ensuring they are professionally welcomed to the CambriLearn family.
Actively contribute to identifying areas for process and product improvement, including areas for improvement within the CambriLearn platform which can enhance the user experience and reduce the volume of support queries.
Enable the success of our sales team by providing ad hoc account support, such as generating client quotes and investigating and resolving complex account queries.
Enjoys working with people; patient and empathetic
Excellent verbal and written communication skills
Agile and adaptive to a changing environment and enjoys new challenges
Good problem solver, able to work through complex problems
Enjoys working with software and a quick tech learner
Great at working independently and being self-motivated
Logical, analytical and methodical
Comfortable with receiving critical feedback and has a desire for ongoing improvement
Enjoys learning new skills
Resilient and able to handle high pressure situations
Excellent at time management and proactively reaching out for help and coaching
A minimum of 2 years’ experience in a client service role
Demonstrated history of hard work
Prior experience with case management software
Salesforce Service Cloud and/or Intercom
International client support in a software environment
Note: Never pay for any training, certificate, assessment, or testing to the recruiter.
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