Customer Support Agent

About Us:
My Free Course is a UK-based company partnering with colleges to help learners access free funded courses. Our mission is to make education accessible to everyone, and we are seeking a proactive and detail-oriented Support Agent to join our team. If you are committed to delivering high-quality service and thrive in a dynamic work environment, we encourage you to apply.

Job Overview:
As a Support Agent at My Free Course, you will work full-time (40 working hours per week) on a pre-agreed shift pattern that may include weekend coverage. Reporting directly to the Support Team Lead, you will be responsible for a variety of tasks designed to ensure the smooth and efficient processing of learner applications. You will manage a caseload of applicants, provide support throughout their submission process, and maintain up-to-date records in our CRM system.

We are looking for someone who is based in Asia.

Key Responsibilities:

• Caseload Management: Support applicants through the entire submission process, ensuring their applications meet the required standards of their assigned college. Handle inquiries and provide answers quickly and effectively.
• Communication: Conduct outbound calls, texts, and emails to acquire any necessary information or documents from applicants. Ensure that all communications are clear and professional.
• Identity Verification: Verify the identity of applicants and follow up on incomplete applications through phone calls and emails, ensuring timely and accurate application submissions.
• CRM Management: Maintain accurate and detailed notes in the Customer Relations Management system. Ensure leads are moved through the Customer Support Pipeline and all actions are thoroughly documented.
• Backend System Management: Keep up-to-date notes on all actions taken for each application, ensuring that the backend system reflects the most current information.
• Historic Application Correction: Review and correct any discrepancies in past applications, ensuring data accuracy and compliance.
• Document Creation: Create and manage documents as needed to support operations and communication with applicants.
• Daily Operations Support: Assist with any additional tasks necessary to ensure the smooth running of daily operations within the team, as directed by the Support Team Lead.
• Additional Services: Provide any additional services that may be mutually agreed upon between the parties.

Qualifications:

• Proven experience in a customer service or support role, preferably in an education-related field.
• Strong verbal and written communication skills in English.
• Excellent organisational skills and attention to detail.
• Ability to manage a caseload of applicants efficiently while prioritising tasks and meeting deadlines.
• Proficiency in using CRM systems or similar customer management software.
• Strong problem-solving skills with a proactive approach to resolving issues.
• Ability to work independently in a remote environment, while remaining a collaborative team member.
• Flexible and able to work pre-agreed shifts, including weekends, as required.

Infrastructure Requirements:

• Computer: Minimum Windows 10 with 8 GB RAM.

What We Offer:

• Full-time, remote work with a supportive and collaborative international team.
• 25 paid annual leave days, and 1 birthday leave.
• Health allowance.
• Annual meetup - offline.
• The chance to contribute to a company that is making education accessible to everyone.

In the video, tell us about yourself, what makes you a strong candidate for this role, what motivates you, what do you know about My Free Course, and why we should hire you. The video should last a maximum of 5 minutes.

Afterward, you’ll be invited to complete a comprehension test before proceeding to the interview stage.

Join us at My Free Course and play a key role in helping learners achieve their educational goals.

Job Type: Fixed term contract
Contract length: 6 months - will be renewed with Performance Review result
Pay: £3,000.00-£4,650.00 per year

Schedule:

• 8 hour working shift, 7:30 AM-4:30 PM UK (including one hour break)
• Monday to Friday

Education:

• Diploma of Higher Education (preferred)

Experience:

• Customer service: 3 years (preferred)

Licence/Certification:

• Passport (preferred)

Work Location: Remote