Learn from Heroes (LfH.school) Hiring For Customer Care Executive at India Full Time

Job Description: Customer Care Executive

Location: Remote in India; Full Time

Company Overview:

Learnfluid (previously Learn From Heroes) is a UK-based innovative Edtech startup with a fantastic team spanning across UK and India. We are passionate about providing personalised tech-enabled private tutoring to students in the UK. Our mission is to re-invent private tutoring, for the AI-assisted new world by ambitious industrialisation, to enable human tutors to focus on personalisation. We will professionalise tutoring, reducing uncertainty and poor quality at an affordable cost. We aim to become the premier global tutoring provider supporting students, parents, and teaching establishments.

Our experience combined with our smart tutoring follows a successfully tested structure that sees young students grow in confidence, skill and knowledge. We are open-minded, ambitious and committed to enabling our people to share their skills collaboratively to improve lives and to achieve their full potential.

You will be working remotely in India closely with our India and UK teams. Learnfluid is part of the London Business School Incubator Program so you will get the opportunity to learn from and work closely with our UK team affiliated with London Business School, ranked as one of the best business schools in the world.

Position Overview: The Customer Care Representative for Online Tuition is a critical role within our platform, responsible for delivering exceptional support and assistance to students and parents. As part of our core team, the representative will play a vital role in ensuring a positive and productive learning experience for all users. This position requires strong communication skills, a passion for education, eager to understand customer needs and a genuine commitment to customer satisfaction.

Key Responsibilities:

• Student Support: Provide timely and personaliz
• ed support to students using the online tuition platform, addressing inquiries, technical issues, and learning-related concerns with clarity and empathy.
• Parent Communication: Interact with parents or guardians, understanding their queries, and providing assistance regarding student progress, scheduling, and other platform-related matters.
• Technical Assistance: Help troubleshoot technical issues faced by students or parents accessing the online tuition platform, providing step-by-step guidance to resolve problems and ensuring a smooth learning experience.
• Curriculum and Course Guidance: Offer detailed information about available courses, class schedules, and curriculum content, assisting students and parents in making informed decisions regarding course selection.
• Enrollment Process: Guide prospective students through the enrollment process, explaining registration requirements, fees, and payment procedures.
• Attendance and Progress Tracking: Monitor and track student attendance and progress, alerting parents or students when necessary, and providing periodic progress reports.
• Conflict Resolution: Handle any disputes or complaints raised by students or parents in a professional and diplomatic manner, striving to find amicable solutions and escalating complex issues when required.
• Engagement and Retention: Proactively engage with students and parents, promoting platform features, special events, and updates to enhance user experience and promote student retention.
• Data Management: Maintain accurate and organized records of student information, interactions, and feedback in the platform’s database or customer relationship management (CRM) system.
• Feedback Collection: Gather feedback from students and parents to identify areas for improvement and relay valuable insights to the management team.
• Continuous Improvement: Stay updated with changes in the platform, new features, and teaching methodologies, continuously improving personal knowledge to provide top-notch support.
• Debt Collection: Coordinate with our accounting team, speak to customers and chase for pending debts 

Requirements (preferred, not mandatory):

• Bachelor’s degree in Education, Communication, or a related field preferred.
• Excellent English communication skills is mandatory
• Ability to understand customer needs and proactively bring solutions
• Previous experience in customer care, call center, education, or online learning platforms is advantageous.
• Excellent written and verbal communication skills, 
• Strong problem-solving abilities and the capability to remain calm under pressure.
• Proficiency in using online communication tools, email, and customer support software.
• Familiarity with online learning platforms and virtual classroom environments.
• Empathy and understanding towards the learning needs and challenges of students.
• Ability to work flexible hours, including evenings and weekends, to accommodate student and parent schedules.
• Detail-oriented with excellent organizational skills to manage student data and interactions effectively.
• Ability to work independently and collaboratively as part of a team.

Interested applicants, apply to https://forms.gle/ptZiTxyyWth72UDWA