Customer Account Manager ( Customer Support Administrator )

  • Full-time
  • Support Department
  • South Africa

Description

“Working at Teach Me 2 has taught me so much about myself and has helped me grow exponentially. The work environment is amazing because I am surrounded by like-minded people who are always trying to better themselves as we achieve our goal of helping every learner achieve theirs!" - Cayla (joined 2 years ago)


"I joined the team as a Support Intern and quickly became engrained in the culture and the team itself. I tried my best to learn, grow and emulate their empathy, values and positive, want-to-win attitude. Support is an amazing group of people who one could easily call colleagues as well as friends, and I have been lucky to find my place among them as a Support Manager. - Q (joined 11 months ago)


Who we are:

Teach Me 2 provides a premier tutoring service to learners and their families around the world. Our goal is to help families prepare their kids for life by giving them back their confidence in areas they've previously struggled. Our service also provides first-time jobs and a valuable source of income to tutors, most of whom are full-time students. We are passionate about developing people. 


Who we are looking for:

Teach Me 2 is seeking an extraordinary person to join our Support Team. This person needs to be someone we can trust to shape our clients’ futures and provide surprisingly good customer service every day. It is the perfect opportunity for someone who is energised by helping people, willing to go the extra mile to provide the best service and is passionate about changing the face of education.

 

Your role and who you'll be working with:

You will work within the Support Team who manage the ongoing journey for all of Teach Me 2’s learners and tutors. You will need to be excellent at understanding what the client needs and proactively delivering exactly that. We want to make sure that the only reason our clients decide to stop working with us is that they’ve achieved the results they wanted to achieve.



Key Responsibilities

  • Manage a portfolio of clients
  • Serve as the lead point of contact for all customer and tutor queries 
  • Build relationships with clients and tutors to ensure that they have a surprisingly good experience with us
  • Make repeat sales by consistently pursuing the learner to ensure they achieve their goal
  • Arrange lesson plans by liaising with clients, learners, and tutors
  • Invoice clients & collect payments
  • Resolve issues and complaints from clients and tutors
  • Advise learners and tutors on how to overcome barriers to learning
  • Proactively identify ways that we can improve the level of service we offer and work together with other internal teams to make this a reality



Reports: This position is not responsible for any direct reports

Job Qualifications

  • Provide surprisingly good customer service
  • Enjoy speaking to, helping and working with other people
  • Work well under pressure and commit to deadlines
  • Have excellent people skills and intuitive to customer’s needs
  • The ability to work independently and within a team
  • Be organised and self-motivated
  • Be reliable, trustworthy and responsible
  • A passion for education
  • Impeccable written and oral communication skills with an excellent telephone manner
  • Great problem-solving skills
  • Excellent computer skills and fast typing speed
  • Be able to remain calm under pressure
  • 1+ years of experience in a high pressured environment essential
  • 3+ years client support experience preferred


Requirements

  • Laptop
  • Stable internet connection
  • Self-motivated with a low need to be managed

Basic Details

  • Work remotely from anywhere within South Africa!
  • Contract length: 3 months, looking to extend to permanent after 3-month trial.
  • This is an entry-level position
  • Local Support Team Hours are 8 am - 5 pm Monday to Friday (with 4-6 hour weekend shifts during busy seasons)
  • Start Date: ASAP