Sr. Customer Service Executive

Job Description: Customer Support Executive

About Careerera:
Careerera is a premier online edtech platform dedicated to delivering world-class professional courses and certifications across diverse domains. Our mission is to empower learners worldwide with innovative educational solutions, enabling them to advance their careers and achieve their aspirations through quality online learning.

Key Responsibilities:

• Provide friendly, professional, and efficient support to students, professionals, and prospective learners via phone, email, and live chat in English.
• Assist users with course enrollment, platform navigation, account issues, and technical troubleshooting.
• Address inquiries related to course content, certification process, exam scheduling, and accreditation details.
• Troubleshoot platform access issues, login problems, and technical obstacles to ensure a smooth learning experience.
• Follow up with users to resolve their concerns promptly and enhance overall satisfaction.
• Accurately document all interactions, issues, and resolutions in CRM systems, maintaining detailed records.
• Collaborate with technical and academic teams to resolve complex problems and improve support workflows.
• Promote new courses, platform features, and learning opportunities to increase engagement and retention.
• Meet KPIs related to customer satisfaction scores, resolution times, and call quality standards.

Required Skills:

• Excellent written and verbal communication skills in English.
• Previous experience in customer support, preferably within the edtech, e-learning, or SaaS industry.
• Strong problem-solving and troubleshooting skills with a patient, empathetic approach.
• Ability to prioritize, multitask, and manage time efficiently in a fast-paced environment.
• Flexibility to work in shifts, including weekends and holidays as needed.
• Proficiency in CRM tools, MS Office, and online communication platforms.
• Passion for education and helping learners succeed.

Preferred Qualifications:

• Experience working with online education platforms or learning management systems (LMS).
• Knowledge of e-learning content, certification processes, or technical troubleshooting.
• Multilingual skills are a plus.