About Us:
Overmugged is a leading provider of tuition services, dedicated to delivering exceptional learning experiences for students. Our team is committed to supporting our customers by ensuring their satisfaction and resolving any issues they may encounter. Join us in fostering a positive environment where we prioritize excellent service and customer care.
Key Responsibilities:
1. Customer Support:
- Serve as the primary point of contact for existing customers, handling their needs and inquiries via phone, whatsapp, email, or live chat.
- Provide clear and accurate information about class schedules, changes, and company policies.
- Assist customers with account updates, payment issues, and invoice adjustments.
2. Service Recovery:
- Address customer concerns and complaints with empathy, professionalism, and efficiency.
- Resolve service-related issues, such as missed classes, scheduling conflicts, or teacher feedback.
- Collaborate with internal teams to ensure prompt and satisfactory resolutions.
3. Relationship Management:
- Build strong relationships with existing customers by understanding their needs and ensuring their satisfaction.
- Gather and document customer feedback to identify service improvement opportunities.
- Follow up with customers to confirm that issues have been resolved to their satisfaction.
4. Operational Support:
- Maintain up-to-date knowledge of Overmugged’s tuition programs, policies, and procedures.
- Ensure accurate record-keeping of customer interactions and resolutions in the company CRM system.
- Provide support during high-demand periods, such as term starts or special events, to ensure seamless customer experiences.
Qualifications:
Requirements:
- Proficient in English (written & spoken)
- Able to work both weekends
Experience:
- At least 3 years of experience in a customer service role, preferably in the education or service industry.
- Proven experience in managing customer inquiries and resolving complaints.
Skills and Abilities:
- Excellent verbal and written communication skills in English (additional languages are a plus).
- Strong interpersonal skills with a customer-focused attitude.
- Proficiency in using CRM software and other customer service tools.
- Ability to handle challenging situations with patience and problem-solving skills.
- High attention to detail and organizational skills.