Star customer service representative for small language learning site
A small online language learning business is looking for a star customer service representative.
You'll be responding to helpdesk email requests, plus pro-actively reaching out to our audience posting to Facebook, Twitter, and replying to our blog's comments.
No, you do not need to speak a language except for English. Yes, you must be friendly, helpful, pro-active, encouraging and caring, all with corect grammar.
If you're applying for this position, please point out our spelling mistake at the bottom of your application.
# What will you be doing?
Your one big role will be to respond promptly to customer service requests that arrive into our online customer support helpdesk.
For example, customers will be emailing trying to get into their account, they want a refund, they're sharing with you why they signed up, or they want to update their email address, or they can't download a product they purchased.
Moreover, you'll be responding to our audience on our blog post comments, on our Facebook page and Twitter.
Your work will be process-driven.
We have an evolving set of standard operating procedures to follow. That takes attention to detail.
# What time demand is involved?
In our experience, the role takes 3 hours per week. You will need to check the helpdesk three times per day during US working hours.
The initial contract is for a month, and will be extended more longterm if it works out between us.
# Who will you be dealing with?
Our audience have an immense love for Ireland. They're interested in learning to speak Ireland's Gaelic language.
But don't worry. You don't need to speak that language. You just need to offer words of kind support and understanding when they email us. You'll pass on specific language questions to another person.
Usually, their love for Ireland is because they have Irish heritage. A majority of our customers are based in the US, but you'll be interacting with people from all over.
On the business side of things, you'll be meeting the business owner on Skype on a weekly basis. You'll pass on requests to him that you can't answer. Over time, you'll be given responsibility for pro-actively responding requests independently.
# A little bit about our tiny business
Our online language learning service went public in 2010. We have over 100 customers, and many more free trial users and members of our audience. They are passionate in Ireland, and we want you to be passionate to help them in their goal.
They are looking for a personal touch, and that's what we like to give them. One of our guiding principles is to *over-communicate* with customers so that they feel addressed.
# What skills will I need?
Your biggest plus will be your experience in showing how you have pro-actively helped people achieve their goal. Don't forget to include the spelling mistake we mentioned at the bottom of your proposal.
You'll also need enough technical experience to deal with the different online applications we use to run our business. If you have past experience in online systems, we're sure you can learn what we use.