Customer Support Specialist  

Refocus Limited is a global EdTech company. We’re looking for a Customer Support Specialist in the Philippines — the person who will be responsible for communication with our students via telephone, chat and email. We build best service for our students not limited to standard customer support.

Your future responsibilities:

• Communicate with students via telephone, chat and email by responding to the customer support mailbox and Discord tickets in answering questions, addressing concerns, and educating students on the scope of our services as well as the structure of our educational process
• Ensure that tickets and emails are responded to within 1-2 hours during set business hours
• Perform detailed research into problems at all stages of the student's learning process and providing answers and solutions to students' questions/concerns
• Ensure that necessary student information are saved into the database, including a student's contact information, special instructions, issues and/or complaints through a tracker accessible by the team
• Create weekly/monthly report identifying existing issues faced by customer service thereby quantifying the problems that need fixing
• Ensure healthy coordination with community managers, mentors, and sales to address needs sent by the students through tickets and customer service mailbox
• Promote customer satisfaction by taking consistent and positive proactive/reactive steps to attend to student’s specific needs
• Establish and maintain a highly professional and courteous client interaction environment

What we offer:

• Competitive salary 2 a month (40 000 PHP net);
• free access to all Refocus educational programs;
• 100% work from home;
• flexible 5/2 schedule (morning, day or night shifts)
• Career growth and internal promotion opportunities via a fast-paced development plan;
• Official employment with government mandated benefits.

Your journey map before employment: Video interview →Case study→Final interview with co-founder or Community Lead→Job offer!

What we expect from you:

• you love communications with people;
• you enjoy helping people and provide best service to them;
• you have 3+ year of experience of working as community/customer success/customer support specialist;
• you have experience of customer support on chats/emails/phone;
• you know how to measure your work in terms of metrics;
• Tagalog and English C1 and above;