Customer Support Specialist  

Hey, there! We’re Refocus. A family of determined enthusiasts who are inspired by the idea to build the new era of education. To do it, we’ve invited the strongest mentors from all over the world. We’ve produced mind changing courses which give skills needed to earn. Our huge goal is to educate 1 000 000 students in five years. With your help we’ll make education accessible and modern faster. On this way, you will:

• get strong experience in the in-demand digital sphere (EdTech);
• have growth perspectives;
• get the salary which may grow;
• upgrade your skills working with strong experts from the sphere.

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 (35 000-40 000 PHP);
• free access to all Refocus educational programs;
• 100% work from home;
• Career growth and internal promotion opportunities via a fast-paced development plan;
• Official employment with government mandated benefits.

• 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;
• Philippino and English C1 and above;