Customer Support Agent

About Us:

My Free Course is a UK-based company partnering with colleges to help learners access free funded courses. Our mission is to make education accessible to everyone, and we are seeking a proactive and detail-oriented Support Agent to join our team. If you are committed to delivering high-quality service and thrive in a dynamic work environment, we encourage you to apply.

Job Overview:

As a Support Agent at My Free Course, you will work full-time (40 working hours per week) on a pre-agreed shift pattern that may include weekend coverage. Reporting directly to the Support Team Lead, you will be responsible for a variety of tasks designed to ensure the smooth and efficient processing of learner applications. You will manage a caseload of applicants, provide support throughout their submission process, and maintain up-to-date records in our CRM system.

We are looking for someone who is based in Asia.

Key Responsibilities:

• Caseload Management: Support applicants through the entire submission process, ensuring their applications meet the required standards of their assigned college. Handle inquiries and provide answers quickly and effectively.

• Communication: Conduct outbound calls, texts, and emails to acquire any necessary information or documents from applicants. Ensure that all communications are clear and professional.

• Identity Verification: Verify the identity of applicants and follow up on incomplete applications through phone calls and emails, ensuring timely and accurate application submissions.

• CRM Management: Maintain accurate and detailed notes in the Customer Relations Management system. Ensure leads are moved through the Customer Support Pipeline and all actions are thoroughly documented.

• Backend System Management: Keep up-to-date notes on all actions taken for each application, ensuring that the backend system reflects the most current information.

• Historic Application Correction: Review and correct any discrepancies in past applications, ensuring data accuracy and compliance.

• Document Creation: Create and manage documents as needed to support operations and communication with applicants.

• Daily Operations Support: Assist with any additional tasks necessary to ensure the smooth running of daily operations within the team, as directed by the Support Team Lead.

• Additional Services: Provide any additional services that may be mutually agreed upon between the parties.

Qualifications:

• Proven experience in a customer service or support role, preferably in an education-related field.

• Strong verbal and written communication skills in English.

• Excellent organisational skills and attention to detail.

• Ability to manage a caseload of applicants efficiently while prioritising tasks and meeting deadlines.

• Proficiency in using CRM systems or similar customer management software.

• Strong problem-solving skills with a proactive approach to resolving issues.

• Ability to work independently in a remote environment, while remaining a collaborative team member.

• Flexible and able to work pre-agreed shifts, including weekends, as required.

Infrastructure Requirements:

• Internet speed: Minimum 30 Mbps.

• Computer: Minimum Windows 10 with 8 GB RAM.

What We Offer:

• Full-time, remote work with a supportive and collaborative international team.

• 25 paid annual leave days, and 1 birthday leave.

• Health allowance.

• Annual meetup - offline.

• Professional development opportunities.

• The chance to contribute to a company that is making education accessible to everyone.

How to Apply:

Submit your CV and a video introduction to support@myfreecourse.co.uk. Use the subject: SA-(your name). In the video, tell us about yourself, what makes you a strong candidate for this role, what motivates you, what do you know about My Free Course, and why we should hire you. The video should lasted maximum 5 minutes.

Afterward, you’ll be invited to complete a comprehension test before proceeding to the interview stage. Join us at My Free Course and play a key role in helping learners achieve their educational goals.

Job Type: Fixed term contract

Contract length: 6 months - will be renewed with Performance Review result

Pay: £3,000.00-£4,650.00 per year

Additional pay: Performance bonus

Benefits:

• 25 annual leave days

• 1 birthday leave

• Bereavement leave

• Company events

• Private dental insurance

• Private medical insurance

Schedule:

• 8 hour working shift, 7:30 AM-4:00 PM UK (including break time)

• Monday to Friday

Education:

Diploma of Higher Education (preferred)

Experience:

customer service: 3 years (preferred)

Licence/Certification:

Passport (preferred)

Application deadline: Ongoing recruitment