Customer Service Representative

Job Description

Job Description: Customer Service Representative;
Company: ApplyBuddy;
Location: Remote (online);
Employment Type: Full-time (40-50 hours per week);
Languages: English/Farsi;

About ApplyBuddy:

ApplyBuddy is a leading educational consultancy specializing in helping international students navigate the university admissions process in Turkey. Our mission is to provide comprehensive support to students, ensuring they have all the resources they need to succeed in their academic journey.

Position Summary:

The customer service representative plays a critical role in upholding ApplyBuddy’s reputation for excellent customer service. As the first point of contact for students, you will provide accurate information, assist with inquiries, and resolve issues promptly. This role demands a customer-focused attitude, strong communication skills, and the ability to multitask in a dynamic environment.

Key Responsibilities:

• Respond to Inquiries: Answer incoming calls, emails, and messages from prospective and current students, providing timely and accurate information about the application process, university programs, and services offered by ApplyBuddy.
• Support Application Process: Guide students through the application process, helping them understand requirements, deadlines, and necessary documentation.
• Problem Resolution: Address and resolve any issues or concerns raised by students, ensuring their satisfaction and maintaining a positive relationship.
• Record Keeping: Maintain detailed and accurate records of all student interactions in our CRM system, ensuring that all information is up-to-date and easily accessible.
• Feedback Collection: Gather feedback from students regarding their experience with ApplyBuddy’s services and communicate it to the relevant departments for continuous improvement.
• Collaborate with Teams: Work closely with the admissions, marketing, and technical support teams to provide students seamless service and resolve cross-departmental issues.
• Follow-Up: Conduct follow-up calls or messages with students to ensure their needs are met and to encourage further engagement with ApplyBuddy’s services.
• Zendesk Management: Utilize Zendesk to manage and track customer interactions efficiently. Knowledge of Zendesk is a plus as it will enable you to navigate the system smoothly, ensuring that all customer queries are handled promptly and recorded accurately.
• Stay Updated: Keep abreast of new programs, services, and changes within the university admissions process to provide the most current information to students.

Benefits:

• Competitive salary.
• Professional development opportunities.
• Friendly and collaborative work environment.
• Opportunity to make a meaningful impact on student's lives.

Requirements:

• Education: a high school diploma or equivalent is required; a Bachelor’s degree in a related field is preferred.
• Experience: Previous experience in customer service, preferably in the education or consultancy industry, is highly desirable.
• Language Skills: Fluency in English is required; proficiency in other languages, particularly Arabic, is a plus.
• Technical Skills: Proficiency in using CRM systems, Microsoft Office Suite, and communication tools (e.g., email, and chat platforms); knowledge of Zendesk is a plus.
• Communication Skills: Excellent verbal and written communication skills with the ability to convey information clearly and empathetically.
• Problem-Solving Skills: Strong problem-solving abilities and the capacity to handle difficult situations with patience and professionalism.
• Interpersonal Skills: A customer-oriented mindset with the ability to build rapport with students from diverse backgrounds.
• Time Management: Ability to manage multiple tasks and priorities in a fast-paced environment.
• Availability: Flexibility to work various shifts, including evenings and weekends, as needed.