Job title: Temporary Customer Experience Representative

Department: Customer Service HUB

Company: Macmillan Education

Location: CDMX, Mexico

Duration: 6 months

Provide excellent customer service to all Macmillan Education customers and help with the customers' experience to make sure our customers are provided with the right information to enable them to use our digital products in the most efficient manner. This includes running online training sessions.

Responsibilities:

• Provide feedback to the management team on the knowledge base, FAQs, user guides, video tutorials and tools used to ensure that they are up to date and suit the needs of the department and of our customers.
• Answer customers' queries through different contact channels within the set service levels as required by business needs especially during transition or busy periods.
• Prepare and maintain support materials including customer facing FAQ's and video tutorials.
• Prepare and maintain training material to actively contribute to improving the customer experience with our digital products.
• Deliver online training sessions following a schedule agreed with Customer Experience Team Leader.
• Work with the Customer Experience Team Leader to prepare and update digital on-boarding packs and resources for our global customer base.
• Participate in product testing ahead of product releases/upgrades.
• Assist the Customer Experience Team with administrative tasks as required.
• Assist and support the management team with all new initiatives as required by business needs.

Experience, Skills & Qualifications:

Essential:

• Educated to degree level or equivalent
• Previous experience working in Customer Support
• Excellent verbal and written communication skills in English
• Previous online training experience
• Excellent communication, customer interaction and problem solving skills
• Ability to work under pressure and make sound decisions

Desirable:

• Video editing skills
• Knowledge of the education industry
• Fluent in other languages