Our client, an extremely prestigious Research Institute in Cambridge, MA, is looking to hire a Client Relationship Representative to join one of their departments on a temporary basis, with a possibility to turn permanent. Ideal Representative is someone who delivers high-quality, speedy, personable and conversational support to customers, ensuring the platform's success. This is a demanding role that requires a unique skill-set. As the voice of the department, you will act both as an advocate for the institute's courses and programs, and as a champion to customers.
The position is open now and starts immediately. Accepting applications now! Reply with your resume and we'll get in touch.
Effectively resolve customer inquiries via email in a considerate and timely manner
Take ownership of customer issues from beginning to end
Compose thoughtful, personalized responses to a variety of customer requests
Triage incoming requests and spot trends in customer issues to flag for the rest of the team
Contribute to the ongoing learning and success of your team by contributing to the creation of documentation
Show composure, resilience, and flexibility as customer needs evolve and case volume changes
Develop a deep understanding of the business unit(s) that you’ll be supporting
Develop frequently asked questions and knowledge base articles that address common customer and learner inquiries
3+ years of experience in customer support
Ability to work individually/autonomously and within a team environment to quickly and accurately resolve issues
Experience working within a ticketing system (eg. Zendesk, Freshdesk)
Ability to work with diverse populations and adapt communication style accordingly. Our customers and learners are global.
Have a clear, professional, and informative communication style
Adapt quickly to changing priorities and customer needs
Experience providing customer support for online higher education, degree/certificate programs a plus!