Support Agent for My Free Course | TestGorilla Job Board

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Support Agent

Work location: Asia

Work arrangement: Remote

Salary range: GBP 3,000 - GBP 4,650

Skills:

Communication (Intermediate)

Customer Service

Attention to Detail (Textual)

Big 5 (OCEAN)

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 includes 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 organizational skills and attention to detail.
Ability to manage a caseload of applicants efficiently while prioritizing 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.
Working webcam and headphones.

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 making education accessible to everyone.

Job details:

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: Monthly performance bonus