CUSTOMER SUPPORT SPECIALIST

Purpose

The Customer Support Specialist is a vital part of the customer experience at CFI. The purpose of this role is to provide exceptional support, via email, in response to inbound learner requests. The Customer Support Specialist holds strong internal backing as the first impression of our CFI brand.

The Customer Support Specialist is able to lead processes independently, however, should leverage cross-team collaboration and communication with other departments to ensure all inquiries are handled appropriately and in a timely manner.

Cross-departmental work ensures students receive a top-notch learning experience, this includes Learning & Development for user experience and certifications as well as Marketing to deliver sales campaigns.

This role has a direct reporting line to the Manager, Customer Support with additional support from the VP, Customer Experience.

Success in this role is measured by

- First response time
- Time to resolution
- Quality of response to ensure learner understanding

Handling Customer inquiries over email and occasional phone calls in a timely matter and accordingly to the standards set by the company

Deliver on individual goals as well as contribute to broader team goals
Share voice of the customer feedback to the organization as a whole

Job Responsibilities

Address inquiries regarding student enrollment, course and program offerings, invoices, completion certificates, etc.
Assist prospective customers with product information and site navigation, as well as research and resolve client inquiries by email, phone, and social media (Hootsuite and Mention)
Constantly communicate ways to enhance our student experience, build and execute the plan with other departments
Assist with lead generation through collecting information from our students and adding it to CRM and with group enrollments in the system
Track inquiries to resolution, escalating when necessary
Utilize a thorough knowledge of CFI courses when responding to inquiries
Accurately record & process invoices for clients, and address transaction trace requests when necessary
Maintain and update Customer Service Manuals, Frequently Asked Questions (FAQs), and Help Centre Articles
Perform other administrative duties as required.

Skills and Competencies

Efficiency
Communication
Data Diligence
Resourcefulness
Client Focus
Business Orientation
Change Management
Critical Thinking

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Customer Support Specialist