Customer Experience Specialist

at Kaplan

DP
Posted by Deepa Vijayan
icon
Bengaluru (Bangalore)
icon
0 - 3 yrs
icon
₹3.5L - ₹5L / yr
icon
Full time
Skills
Customer Service
Customer Support
Communication Skills

Job Summary

 

As a Customer experience specialist, you’ll provide exceptional customer service by providing guidance and resolving issues through digital channels. You’ll work autonomously to provide customers with the tools they need to succeed while maintaining performance metrics. This position requires adaptability, urgency, problem-solving, and critical thinking around factors that impact the customer experience.

 

This is the job for you if:

  • You have stellar interpersonal and written communication skills.
  • You’re an enthusiast for customer service and capable of working with a high volume of inbound content.
  • You’re tech-savvy and can work in multiple systems with precision and ease.
  • You jump at the opportunity to collaborate with a team and enjoy building relationships.
  • You stay calm under stress and think creatively to solve problems.
  • You have sharp instincts for discovering the source of an issue and finding a resolution.
  • You’re, at heart, very adaptable and can maintain high levels of productivity in a fast-paced environment.
  • Bonus points for a passion for education!

 

Key Responsibilities

  • Proactively resolve issues and build trust with our customers by understanding their needs, determining the cause of their problem, and partnering to find the best resolution through support channels including but not limited to phone, chat, and email
  • Facilitate consultative conversations in order to guide students on how to access and use their test prep resources
  • Bring awareness to management around anything that would impact the student experience to bring about improvements
  • Find solutions to customer inquiries by using your resources including our internal databases, managers, and your support team
  • Create a personalized, positive, and effortless customer experience for our students so that any issues are resolved in their first contact
  • Advocate for students by identifying and escalating priority issues
  • Research case history for each student to understand the customer story
  • Effectively meet customer needs by building relationships, and taking ownership of customer satisfaction
  • Prioritize your daily tasks and manage your schedule effectively
  • Follow up on commitments and cases with students
  • Maintain detailed notes on all customer interactions
  • Other duties and projects as assigned

Skills & Abilities

  • Adaptability—You treat change as an opportunity for learning and continuous improvement; focus on the beneficial aspects of change; and speak positively about change to others.
  • Customer Centricity—You anticipate customers’ needs whenever possible and respond quickly and accurately. You attempt to exceed expectations for every customer on the first interaction.
  • Communication—You adjust your communication to match your audience and you have excellent written and verbal communication skills.
  • Initiative—You proactively take action to improve a situation without waiting for explicit instructions; you recognize and respond to opportunities in order to reach a goal; seek new and improved techniques, solutions, and approaches to completing work. You’re not afraid to share feedback.
  • Time Management—You can easily handle multiple tasks at the same time while considering plans for future tasks. You thoughtfully plan your schedule and skillfully discern between the urgent and the important to consistently meet deadlines.
  • Achievement—You set high standards for yourself and strive to improve your own performance by exceeding your professional and performance goals. You have a passion for your work and go above and beyond to improve. You have an openness to accepting feedback and you enjoy celebrating achievements.
  • Positivity—You approach every situation, even tough ones, with positivity and optimism. You spread enthusiasm and encourage others to be positive.
  • Responsibility—You’re conscientious and reliable. You take ownership for achieving your goals. Because you are consistent and dependable, you ensure high levels of quality in your work.
  • Resilience—You’re hardworking and willing to pitch in and help. You thrive in a fast-paced environment and do well in stressful situations. You persevere with confidence in the face of challenges.

 

Requirements

  • 0 to 3 years of Customer Service experience
  • Bachelor’s Degree
  • Ability to work full time (40 hours/week) with a flexible schedule including nights, weekends, and split days off
  • Embracive of a diverse team and a highly collaborative working environment
  • Desire to thrive in an innovative, creative, and teamwork-oriented professional environment 
  •  

About Kaplan

 

Kaplan is one of the world's largest and most diverse education providers. Throughout our more than 80-year history, Kaplan has been a beacon for expanding educational access and a leader in instructional innovation.

Kaplan preps high school students for the SAT so they can enter college and become teachers or engineers or whatever they dream.

 

We help doctors and nurses, lawyers and financial advisors pass their licensing tests. We help adult learners return to college to earn a degree. We enable global educational experiences through language study and study abroad programs. We provide professional training to improve employees' productivity and opportunities for career advancement.

 

Kaplan has a long history and deep experience providing educational services to colleges and universities across the globe. These take the form of university pathway programs, international student recruitment, university hosting, residential design and an array of student

support services.

 

For businesses, Kaplan provides expert exam preparation for professional licensure and certification as well as corporate training, leadership and professional development and educational consultation

services. The company has been a leader in adapting a learning engineering approach to course design and instructional delivery. Kaplan's pioneering and leadership role in education is well documented. We created the test prep business and were an early leader in online education. We have similarly been a leader in the New Economy Skills Training, which includes immersive computer coding boot-camps for people seeking to become web developers. The company has also been a leader in adapting a learning engineering approach to course design and instructional delivery.

 

We continually strive to make the learning experience for our students the best we can with a rigorous focus on educational performance and results. Kaplan operates in over 30 countries and maintains relationships and partnerships with more than 1,000 school districts, colleges and universities, and over 10,000 corporations and businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart from our competitors.


Kaplan Interview Process

 

1. Technical Interview.

2. HR Round

 

Benefits at Kaplan

Medical Insurance • Lots of Flexibility

Quick Facts

Founded in 1938 • More than 10000 employees • Headquartered in Florida, United States

Kaplan on the Web

 

Kaplan's Tech Stack

  • Full Stack
  • .NET
  • Angular
  • PHP
  • Selenium
  • HTML
  • AWS
  • Salesforce
  • Data Science
  • Business Intelligence
  • Psychometrician
  • R
  • Python
Read more

About Kaplan

Kaplan offers test prep, license and certification exam prep, degree programs, English learning and pathway programs.
Read more
Founded
1938
Type
Product
Size
500-1000 employees
Stage
Profitable
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