Student Success & Engagement Advisor

Pt Ruang Raya Indonesia (Ruangguru); Kediri; Remote; IDR 821,318,000 - 1,368,863,000; Full time

Job summary

Pt Ruang Raya Indonesia (Ruangguru) is seeking a Remote Customer Engagement Specialist to proactively connect with customers, understand their needs, onboard new users, and provide ongoing support. The role emphasizes strong communication, relationship-building, and data-driven insights gathered through CRM systems to enhance customer satisfaction.

The position offers a fully remote, home-based work environment with opportunities to collaborate with marketing and product teams, improve

Qualifications

• Strong customer orientation with the ability to build lasting relationships.
• Outstanding communication skills across email, phone, chat and social media.
• Ability to onboard, guide, and support new customers effectively.

Responsibilities

• Proactively engage with customers through multiple channels to build relationships and ensure satisfaction.
• Understand customer needs and provide tailored support and guidance.
• Onboard new customers with essential resources and information for success.
• Address inquiries and resolve issues efficiently, escalating when needed.
• Collect feedback via surveys/interviews and relay insights to teams.
• Identify upsell or cross-sell opportunities based on customer needs.
• Develop strategies to boost engagement and retention.
• Maintain accurate customer records in the CRM system.
• Stay updated on product changes and industry trends to assist customers.
• Collaborate with marketing and product teams to align engagement strategies.

Tools

CRM system

Job description

About the Role

Our client, a leading innovator in the digital services sector, is seeking a highly motivated and communicative Remote Customer Engagement Specialist to join their dynamic, fully remote team. This role is essential for fostering strong relationships with customers, ensuring they are maximizing the value of our client's offerings. You will be responsible for proactively reaching out to customers, understanding their needs, providing support, and gathering feedback to enhance their experience. The ideal candidate possesses exceptional interpersonal skills, a customer-centric approach, and the ability to excel in an independent, home-based work environment. This is a fantastic opportunity to contribute to customer loyalty and company growth from anywhere.

Key Responsibilities

• Proactively engage with customers through various communication channels (email, phone, chat, social media) to build relationships and ensure satisfaction.
• Understand customer needs and provide tailored support and guidance.
• Onboard new customers, providing them with the resources and information needed to succeed.
• Address customer inquiries and resolve issues efficiently, escalating when necessary.
• Collect customer feedback through surveys, interviews, and direct communication, and relay insights to relevant teams.
• Identify opportunities to upsell or cross-sell relevant products/services based on customer needs.
• Develop and implement strategies to increase customer engagement and retention.
• Maintain accurate customer records and interaction logs in the CRM system.
• Stay informed about product updates and industry trends to better assist customers.
• Collaborate with marketing and product teams to align engagement strategies.