OpenClassrooms

Customer Service Specialist

  • Contract: Full-time

Job Description

There’s a revolution currently taking place in the education and training field and you want to be a part of it. You feel strongly about access to education and you may have even taken a few MOOCs or online classes yourself. Come help our us guide our students through their educational journey.

At OpenClassrooms, you’ll be making sure our students get the best possible online education. From choosing their course, to completing their projects, graduating and finding professional success, you’ll be there every step of the way to offer a helping hand.

People say you’re nice, patient and empathetic you know how to alleviate any tension. You like to be in daily contact with clients. You often take initiatives and are constantly on the lookout for learning new things. You are ready to join an agile and fast-moving structure, with the goal to make education accessible to all.

REPORTING LINE:

Reports to Director, Student and Employer Success

RESPONSABILITIES

  • Accompany students over phone, text, video chat, social media through onboarding until course completion and job placement, providing support and morale boosting: you’ll be their main contact at OpenClassrooms
  • Provide answers to student questions: course guidance, platform usage, job placement support, financing options etc approx 30-50 inquiries per day.
  • Identify, analyze, and resolve both technical and non-technical student concerns, based on a SLA
  • Coordinate with other internal departments to ensure student satisfaction
  • Ensure the growth of a happy community: foster peer-to-peer relationships and well as peer-to-mentor
  • Create the Wow effect: students must be blown away by your warmth, attention to detail and commitment
  • Performs other projects as assigned.

Skill Requirements

SKILLS REQUIRED

  • Must be located in the United States
  • Native English speaking and writing skills
  • Great empathy and ability to remain calm
  • A true passion for education
  • A love for service, customer satisfaction, and the creative problem solving
  • Ability to work autonomously
  • Strong time management skills with the ability to plan, prioritize, monitor, & respond to changes quickly.
  • Strong decision-making skills coupled with good judgment, with the ability take initiative
  • Ability to multitask in a fast-paced, entrepreneurial environment
  • Ability to identify value add opportunities for student success
  • Desire to join a high-growth start up

REQUIREMENT

  • 2 to 5 years of (successful) experience in a customer service role
  • 2+ years’ experience working in a SaaS environment
  • 2+ years working with goals with customer service and sales (consultative) targets and KPI’s
  • 2+ year of experience working remote
  • 1+ years of experience working with programs such as WordPress, HTML, CSS, and CRM integrations
  • 1+ year of experience working with databases (SQL)
  • Prior experience with ticketing tools, ZenDesk/Salesforce experience preferred
  • Experience with digital communication and social media

About the Company

OpenClassrooms wants to make education accessible by prioritizing a community-based, engaging learning experience.

We offer open courses so that you can learn with us and take control of your future. We help you get started on this path, but it doesn't end there! Our goal is to help you throughout your whole life and entire professional journey.

We, Mathieu Nebra and Pierre Dubuc, founders of OpenClassrooms, as well as our team of 35 people, are with you every day! Intrigued and driven by education and technology, we were only 13 and 11 years old when we started this project: offer technical courses online for those who wanted to code. A passionate community quickly joined us and participates in our site development by also offering courses.

In 2012, we began offering vocational qualifications. In just a few years we have become the leading platform for code learning, tech knowledge, and digital culture. As the number one online education site in Europe, with three million monthly users and more than 1,000 online courses, we have become an Edtech champion and now share our expertise via company tailored courses.

How to apply

Apply for this job online using the link below.

External Link »