CX Advisor

Jobtailor; Deutschland; Remote; EUR 28.000 - 46.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a customer service specialist to handle student interactions via calls, chat, texts, and email with empathy and outstanding service. You will manage Tier II tickets, support multiple brands, and use AI-powered tools to ensure accurate information.

You will collect feedback, prioritize tasks, and upsell product knowledge across verticals. The role requires 2+ years in customer service, weekend/evening availability, and strong communication.

Qualifikationen

• 2+ years customer service or relevant experience.
• Availability for weekend and/or evening work.
• Ability to handle calls, chats, emails, and texts from students for 80%+ of your day.
• Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions.
• Effective and clear verbal and written communication, including proper grammar.
• Ability to open web browser and navigate multiple tabs simultaneously.
• Impeccable time management and ability to handle a dynamic environment with multiple deadlines.
• Punctuality and commitment to arrive on time for scheduled shifts.
• Required: suitable remote working environment with reliable internet connection and a distraction-free, quiet area for calls.
• Fluent/bilingual in Spanish is a bonus.

Aufgaben

• Handle student interactions through calls, chat, texts, and emails with empathy and exceptional customer service.
• Handle Tier II tickets and escalations based on assigned brands or verticals.
• Support all brands within at least one vertical.
• Use AI-powered support tools to improve response efficiency and provide consistent, accurate information.
• Collect and organize student feedback and product bugs; share with CX management and stakeholders.
• Prioritize multiple deliverables and change focus quickly to meet student and business needs.
• Upskill on new and existing products or verticals.
• Contribute ideas and insights to enhance the student experience.

Kenntnisse

Customer service

Effective communication

Time management

Problem solving

Spanish (bilingual)

Multitasking

Tools

AI-Powered Support Tools

Jobbeschreibung

• Handle student interactions through calls, chat, texts, and emails with empathy and exceptional customer service
• Handle Tier II tickets and escalations based on assigned brands or verticals
• Support all brands within at least one vertical
• Use AI-powered support tools to improve response efficiency and provide consistent, accurate information
• Collect and organize student feedback and product bugs; share with CX management and stakeholders
• Prioritize multiple deliverables and change focus quickly to meet student and business needs
• Upskill on new and existing products or verticals
• Contribute ideas and insights to enhance the student experience

Requirements

• 2+ years customer service or relevant experience
• Availability for weekend and/or evening work
• Ability to handle calls, chats, emails, and texts from students for 80%+ of your day
• Ability to listen to and understand the needs of each student, de-escalate when needed, and provide productive solutions
• Effective and clear verbal and written communication, including proper grammar
• Ability to open web browser and navigate multiple tabs simultaneously
• Impeccable time management and ability to handle a dynamic environment with multiple deadlines
• Punctuality and commitment to arrive on time for scheduled shifts
• Required: suitable remote working environment with reliable internet connection and a distraction-free, quiet area for calls
• Fluent/bilingual in Spanish is a bonus

Core Competencies

Demonstrates exceptional customer service skills through effective communication and empathy while managing multiple student interactions across various channels. Proficient in utilizing AI-powered support tools to enhance response efficiency and improve the overall student experience.

Highest-signal resume keywords

• Customer Service Experience
• Effective Communication
• Time Management
• Problem Solving
• Bilingual in Spanish

ATS Optimization Keywords

Hard Skills

• Handling Tier II Tickets
• Navigating Web Browsers
• Collecting Feedback
• Organizing Product Bugs
• Upskilling on Products

Soft Skills

• Empathy
• Listening Skills
• De-escalation
• Adaptability
• Punctuality

Industry Keywords

• Student Interactions
• Customer Experience Management
• Remote Working Environment

Tools & Technologies

• AI-Powered Support Tools