Description:
PandaTree is a fast-growing 5 year old company that teaches Spanish and Chinese to children online. We're looking for an exceptional customer support representative to join our team! This part-time, 20 hour/week position is fully remote.
Responsibilities include:
Answer phone calls, emails and texts/SMS from customers and tutors.
Answer parent questions about our language tutoring program, pricing, etc.
Help with booking/changing lesson times/days/tutors as requested by customers.
Help customers troubleshoot internet or computer issues on a Mac or PC, such as installing a browser such as Chrome, or giving an application permission to use their camera.
Respond to questions/comments on social media platforms such as FaceBook.
Share feedback with team about patterns of issues and make suggestions for customer experience improvements.
Other projects and tasks, as assigned
Requirements:
Hours:
5 Days a week from 7:00am–11:00am Eastern Time. Will include Saturday or Sunday and will include Monday, with flexibility about other days. (For example, schedule could be Sunday to Thursday on, Friday and Saturday off.)
Est. 20 hours/week; more hours may be required some weeks.
Equipment Needed (to be provided by employee, and not reimbursed):
Desktop or laptop computer <2 years old – Mac or PC okay (2 computers preferred)
Cell phone with unlimited call and text plans
Stable, high speed internet: >100 Mbps download and >10 Mbps upload. (Please test at www.speedtest.net.)
Qualifications:
Bachelor degree, with expertise in communication
2 year+ experience as customer support agent with experience offering phone and email support
Excellent English writing and speaking skills; excellent grammar and spelling
Genuine interest in helping people; friendly and professional way of addressing customer issues in a way that builds customer loyalty
Experience with the following software programs:
- Microsoft Office (especially Outlook, Word, and Excel)
- Freshdesk (or similar customer support/ticket management system)
Ability to multi-task and calmly deal with multiple simultaneous emails/calls
Ability to quickly learn internal software programs and processes
Able to work independently and be an effective part of a team
Knowledge of a second language preferred
Knowledge of children’s education and the way children learn second languages preferred
Committed to customer confidentiality and child privacy
Highest ethical standards
Benefits:
$12-15.50 per hour depending on experience.
Hired as a part-time employee.
Opportunities for growth.
Fun and exciting company.
