Customer Support Advisor
ApplyBoard
ApplyBoard simplifies the study abroad search, application, and acceptance process by connecting international students, recruitment partners, and educational institutions on one intuitive and personalized platform. ApplyBoard is a mission-driven, hyper-growth organization. It has been attracting dedicated individuals for more than eight years who are inspired every day to break down barriers to international education and take their careers to new heights at a company that will invest in their career growth. Our six core values are our compass in our mission to Educate the World and the foundation of our unique company culture. As an organization built on a foundation of diversity, it’s important that our team members are representative of the students from more than 150 countries that we support.
The Opportunity:
The purpose of this role is to ensure the efficiency of the department and provide 24/7 online support, via chat methods, standard support chats- live, email and internal sales QIO and all other standard support inquiries and standard support for customers and team members. This can include training, troubleshooting, and process implementation, as well as daily resolution of more complex customer inquiries or issues. The role may require working outside of regular work hours (e.g., evenings, weekends and/or some holidays).
What you will be doing everyday:
Customer Service Excellence:
Demonstrate a customer-first approach by ensuring the highest level of service in every interaction with internal stakeholders
Answering and actioning inquiries and Live Chats through various different channels (e.g., email, chat, phone etc.).
Continuously strive to improve the customer experience by providing appropriate solutions and guidance.
Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
Product Knowledge:
Maintain in-depth knowledge of the company’s products and services to provide accurate information and support.
Stay updated with new product releases, features, and company policies.
Ensure compliance with company policies, procedures, and regulatory requirements in all customer interactions.
Maintain confidentiality of customer information and adhere to data protection regulations.
Team Collaboration & Communication:
Work closely with a cross functional team to ensure timely execution of all tasks.
Take ownership of assigned tasks and projects ensuring they meet established standards and deadlines.
Proactively report any issues, suggestions or challenges and seek guidance if necessary to ensure task completion and process improvement
Training & Development:
Maintain up-to-date knowledge of new processes, systems and best practices in education credentials.
Participate and complete all training programs ensuring continuous development of skills and knowledge relevant to the role.
Meet or exceed performance metrics and KPIs related to response times, resolution rates, customer satisfaction scores, and quality of service.
What you bring to the table:
Previous roles in customer service, whether in retail, call centers, or other service-oriented industries. This includes direct interaction with customers, handling inquiries, and resolving issues.
Experience in administrative roles can be advantageous, as it often involves managing information, documentation, and coordination, skills that can translate well into customer support.
1-3 years of customer service experience
An associate's or Bachelor's degree is an asset
Ability to deliver information correctly and precisely
Ability to listen to, understand and answer questions
Experience using Google and Office Suites, Adobe Acrobat, etc
Strong analytical abilities, detail-oriented, high level of accuracy and ability to maintain confidentiality.
Adept researching, investigating and problem-solving capabilities
Aptitude for prioritizing tasks
Exceptional interpersonal, verbal, and written communication skills
Proficiency in proofreading/ editing text to ensure spelling and grammatical correctness
Able to work in a collaborative, teamwork environment
Able to multi-task and shift roles as per the need/requirement for the day to meet deadlines
Able to adapt to new policies and procedures
Good knowledge of customer service standards
Ability to assess Employees
Excellent organizational skills
About ApplyBoard
ApplyBoard empowers students around the world to access the best education. With more than 1,000,000 students from over 150 countries helped with their journey in less than a decade, we are just getting started.
ApplyBoard’s global team assists students and our 1,500+ partner institutions by empowering the international student sector with innovative technology and insights. As a five-time consecutive Deloitte Fast 50 and Fast 500 ranked company, ApplyBoard keeps international students at the heart of everything we do.
Thank you for your interest in joining the ApplyBoard Team and being part of our mission to Educate the World. While we are lucky to attract a high level of interest in each of our roles, only qualified applicants will be contacted and selected for an interview.
ApplyBoard welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.