SolutionInn is an online educational portal which is acting as bridge between students and tutors. It is a student centric in nature because it converges with unparalleled insight into student desire, needs and preference. This is achieved by providing students an eclectic range of learning tools from 24/7 available tutors, study membership containing step-by-step guideline to questions and instant answers to student academic problems. Every day our tutors and experts solve complex academic problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.

The Customer Experience Specialist is responsible for ensuring that SolutionInn students are provided the best service experience. We aim for transparency, simplicity, and convenience – providing help when and where needed.

As the Customer Experience specialist, you’ll own messaging in our customer help center and internal knowledge base on the Quality and Training team. You will use these mediums as a mechanism to enhance and perfect high-impact support content for superior customer interaction with our resources and advocate team. Leverage data to measure the effects of content changes that inform the quality of your initiatives. You’ll also demonstrate industry knowledge and technical proficiency in your area of specialty, developing broad-based knowledge while providing consistently reliable results.

Your mission will be to foster the SolutionInn vision while contributing to a team of advocates dedicated to helping students succeed. You will be responsible for effectively diagnosing students needs by phone, chat, or email. You will deliver a support experience that delights students and meets our mission of providing best in class service to our students.

Job Responsibilities

• Respond promptly and professionally to customer inquiries via email, or chat, ensuring a courteous and respectful interaction.
• Utilize strong problem-solving skills to troubleshoot technical issues and escalate complex problems to the appropriate department for resolution.
• Maintain up-to-date knowledge of our services, company policies, and industry trends to provide accurate and helpful information to customers.
• Collaborate with developers, data moderators, and other teams to uncover product insights, address bugs, and analyze ticket trends, enhancing our services.
• Participate in meetings with product and engineering teams to share feedback, improving the overall customer experience.
• Work across departments to innovate and ensure our products continually meet customer needs.
• Develop and implement proactive strategies to minimize repeated complaints, including analyzing root causes, identifying patterns, implementing process improvements, providing targeted training, enhancing communication channels, fostering a culture of continuous improvement, and writing FAQs and policies to align with our terms and services.

Skills Required

• Track record of exceptional problem solving and conflict resolutions.
• Technical aptitude and the ability to pick up new technology quickly.
• Use diplomacy and tact to mediate high-tension situations.
• You are passionate about helping students succeed.
• Ability to actively listen, understand and summarize with clarity and simplicity in a genuine manner.
• Excellent written and verbal communication skills.
• Data savvy, experience using data to tell a story and influence decisions.
• Excellent communication skills; strong copywriting and editing capabilities.
• Ability to collaborate and problem-solve with content-based solutions.
• Ability to work independently and proactively, manage deadlines and dependencies, and navigate ambiguity.
• Highly organized and process-oriented with a future-proofing mentality.
• Ability to identify, synthesize, consolidate and communicate key trends, themes, and issues.

Required Qualifications

• Bachelors in Marketing related subjects.

Job Experience

• Up to 1 year of relevant experience is preferred.

Other Benefits

• Mobile Allowance
• Paid Time Off
• Travel Allowance
• Bonuses
• Food and Entertainment Allowances
• Company Profit Sharing
• Flexible Work Environment

Job Working Hours

09:00 AM to 06:00 PM / 10:00 AM to 07:00 PM (Mon-Fri).

Equal Employment Opportunities

We provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.