Associate, Customer Service

About the Role

This role involves handling inbound calls and emails to provide information and assistance regarding PhD services.

Key Responsibilities

• Respond to inbound calls and emails from potential or existing clients (PhD students, researchers, or universities) to provide information regarding PhD assistance services.
• Offer guidance on the PhD assistance process, including topic selection, research methodology, data collection, thesis writing, or editing.
• Resolve client queries, provide clarity on steps, and help clients understand how services can assist their academic journey.
• Update clients on the progress of their PhD-related tasks, maintaining communication on deadlines, submission dates, and milestones.
• Communicate information about various services offered by the organization, such as editing, proofreading, writing, data analysis, etc.
• Direct clients to relevant resources or offer suggestions regarding academic research, structure, and writing techniques.
• Guide clients through research tools, referencing styles (e.g., APA, MLA), and citation methods.
• Ensure clients adhere to timelines and remind them about important deadlines for submitting drafts, final papers, or revisions.
• Follow up with clients to check satisfaction and gather feedback for improvements or issues encountered during assistance.
• Handle issues or concerns raised by clients (e.g., delays, misunderstandings, service quality), ensuring quick and efficient resolutions.
• Act as the first point of contact for escalations and collaborate with internal teams to address complex concerns.
• Update and maintain accurate client records, including service usage, progress, and communications.
• Record customer interactions, complaints, or feedback in the CRM system.
• Collaborate with other teams (e.g., research experts, writers, editors) to provide solutions and ensure client academic needs are met.
• Share client-specific information with concerned teams for tailored assistance.
• Explain different PhD assistance service packages and help clients choose the right package based on their needs and budget.
• Ensure information provided is accurate, up-to-date, and aligned with academic best practices.
• Offer a high level of service, maintain professionalism, and ensure client satisfaction.
• In some cases, generate leads, promote PhD assistance services, and convert inquiries into sales.

Requirements & Tech Stack

• Strong Communication Skills: Ability to articulate information clearly, listen attentively, and explain complex academic topics simply.
• Customer Service Focus: A helpful and patient demeanor.
• Knowledge of Academic Research: Familiarity with the PhD research process, academic writing, and referencing is beneficial.
• Problem-Solving Skills: Proactive and resourceful in resolving client issues or concerns.
• Organizational Skills: Ability to manage client information, follow-ups, and maintain an organized schedule to meet deadlines.
• CRM System