Customer Service Executive

Description

Job Summary: KDOCE SPA is seeking Customer Service Executives with a strong customer orientation and focus to provide support, coordinate training, manage relationships, and analyze data. Key Highlights: 1. Technical support and assistance as the first point of contact 2. Customer relationship management and loyalty initiatives to ensure customer retention 3. Coordination of training sessions to ensure effective platform usage KDOCE is looking for talent! KDOCE SPA, a highly innovative company in the implementation of educational resources, is searching for top-performing Customer Service Executives for its Customer Support Department (SAC). The ideal candidate must demonstrate high customer orientation and focus to deliver optimal support aligned with users' guidance needs. The company provides comprehensive training to deepen understanding of the various solutions this role will handle. The candidate must also focus on contract renewals and product sales. **Key Responsibilities** **1\. Technical Support and Assistance** This is the most visible and direct function. The executive must serve as the **first point of contact** for teachers and school coordinators. * **Resolving questions and inquiries:** Provide clear and timely responses regarding Masterclass platform usage. This may include technical, functional, or pedagogical questions about maximizing the benefits of available tools. * **Incident management:** Channel and track technical issues that cannot be resolved directly, escalating them to the specialized support team and ensuring efficient resolution. * **Development of support materials:** Create quick-reference guides, video tutorials, or frequently asked questions (FAQs) to anticipate common user queries and empower end users. **2\. Training Coordination** To ensure teachers use the platform effectively, the executive must coordinate and plan training sessions. * **Training planning:** Organize and schedule in-person and online training sessions with trainers. * **Follow-up and feedback:** Ensure training sessions are delivered successfully and collect teacher feedback to improve future training content and methodology. * **Knowledge updates:** Stay current with new platform features to properly guide both trainers and customers. **3\. Relationship Management and Customer Loyalty** This is the strategic function aimed at ensuring long-term **customer retention**. * **Proactive communication:** Maintain regular communication with schools to understand their needs, challenges, and successes—building trust-based relationships. * **Loyalty building:** Identify opportunities to enhance customer experience and add value—for example, recognizing highly active users. * **Satisfaction measurement:** Conduct follow-up calls to assess service and platform perception. **4\. Contract and Renewal Management** The executive is responsible for business continuity with each school. * **Contract tracking:** Maintain records of contract expiration dates. * **Renewal process:** Initiate and manage contract renewal processes, highlighting the ongoing benefits and value of the educational platforms. * **Negotiation:** Where necessary, negotiate renewal terms and conditions to reach mutually beneficial agreements. **5\. Analysis and Reporting** The executive must analyze data to make informed decisions and demonstrate the impact of their work. * **Usage analysis:** Monitor platform adoption levels per school (e.g., number of active users, most-used features) to identify opportunities or risks related to low adoption. * **Management reporting:** Generate periodic reports on portfolio status, renewal progress, and key incidents for presentation to management. **Essential Requirements** **Academic Qualifications:** Professional or technical degree in **Education-related fields** (e.g., Basic Education, Secondary Education, etc.) and/or related **Technical programs** demonstrating affinity with the education or technology sector. **Proven Experience:** Minimum **2 years** of verifiable experience in customer service, technical support, or after-sales roles. **Ability to work under pressure, excellent diction, verbal fluency**, and advanced skills in handling objections and telephone conversations. **Digital Competencies:** Proficiency in office productivity tools (Excel, Word) and prior experience using CRM systems or ticketing platforms. **Employment Conditions** * **Work Modality:** On-site. * **Eligibility for variable bonus based on platform renewals** * **Location:** Metropolitan Region, **Santiago Center**.