Fluency Academy

Customer Support

• Handle inbound and outbound student support across all communication channels (email, course platform, WhatsApp and chat), in writing or via video/phone calls as needed
• Provide student support following a culture of care, always emphasizing respect, empathy and assertiveness
• Manage each interaction end-to-end, from accurately filling in system information to resolving the case, and when necessary, escalate or forward the case appropriately to the responsible team
• Support pedagogical/student support requests referred by other teams
• Perform daily follow-ups on the cases you are responsible for
• Assist in maintaining the team’s performance indicators/KPIs
• Stay up to date on information relevant to the area, such as updates to study tools
• Attend team meetings and training sessions
• Review area reports when necessary
• Keep the team leader informed about critical cases
• Answer language-related questions using the necessary resources

Customer Service Assistant – TEMPORARY