The customer advisor is someone who is passionate about customer success, capable of handling multiple customers while keeping things personal and excited about contributing to the success of the teachers and students. The advisor understands the importance of listening, empathy and feedback, and enjoy learning and helping others to learn.
Scope of work
Your Role Will Involve The Following Tasks
You will be part of the Product Team that is headed by the CTO.
When customers start using InteDashboard, we help them set up their course on InteDashboard over a Zoom call. They share their screens with us while we walk them through the set-up process on InteDashboard.
Check in calls
Once a customer has been onboarded and has started teaching with InteDashboard, we schedule weekly check-in calls with them for the two to three weeks after they start teaching. This ensures that any hiccups or problems they face are resolved within the first three weeks of their class.
Follow up for renewal
When the customers’ student licenses are close to expiring, we follow up with them to check if they would like to buy new student licenses or renew their current contract so that they can continue using InteDashboard in the following semester.
At times, customers will reach out to us over email with questions they have or problems they are facing with the product. We typically try to respond to them within 12 hours with answers to their questions. These questions are usually on how to use a particular feature, or a bug report on a feature that doesn’t seem to work the way they want it to work.
Creating educational resources
We create user guides to outline the step by step process of some basic features. This helps reducing the time we spend on onboarding or answering support emails.
Communicating feedback to product and technical teams
Often, customers will come up with feature requests or suggestions about the way we should design our product. We take feature requests from customers very seriously so that we can continue to build a product that is useful for teachers. As a customer advisor, you will be communicating this feedback to the product and technical teams so that we can ensure customer requests get accommodated in the product.
Here are some of the qualities we look for in a customer advisor:
Ability to understand American and European accent.
- Strong command of writing and speaking in English.
- Ability to work US East or US West timing between 8am and 5pm.
- Ability to cover for the remote customer advisors working on US and European time zones when they are on leave.
The successful candidate of this role will need to have a computer/laptop that has the required specs to handle zoom meetings and skype listed in the link below:
Steps to Apply
Send your CV with a cover letter telling us why you should work with us, to [email protected] with the subject “Customer Advisor – [Insert your name]”.
Please Include The Following In Your Cover Letter
"I hereby give consent for my personal data included in my application to be processed by CognaLearn Pte Ltd, whose registered office is 75 Ayer Rajah Crescent #01-01, Singapore 139953 for the purposes of recruitment process for the Customer Advisor, Singapore position under the Personal Data Protection Act of 29.08.1997 (Journal of Laws No. 101, Item 926 as amended)"
- Tell us why you are great, what you could bring to the table, and why you are excited to work with us;
- Link us to your Linkedin profile, if you have one; and include this paragraph at the end of the cover page:
Only applicants who have been shortlisted for further conversation will be contacted.