Customer Care Specialist



Job Description: Reports to: Director, Customer Care and Sales EnablementLocation: Ottawa OfficeBasic function:The Customer Care Specialist (CCS) is responsible for providing top notch service to our customers by answering all incoming telephone, as well as pro-actively contacting customers regarding course confirmations, cancellations, transfers and other customer service issues. Additionally, CCSs are expected to sell/up-sell Learning Tree products and/or generate leads for Sales by matching appropriate courses/products to customers’ needs. CCSs are also required to capture all details of customer interactions and enter information into our CRM. Process web inquiries and SHOPIFY orders. Assist with weekly register closings and no-show processes. Essential Functions and Responsibilities:Receive and respond to incoming sales calls and chats.Process web inquiries and SHOPIFY orders in timely fashion.Provide training solutions to customer based on probing.Enroll customers in requested course(s) and programs.Obtain all necessary information from the customer to further the sales process, and aids in identifying and registering clients in the proper course(s)Assist in the management of the student no-show process.Documents all calls and web inquiries in CRM tool.Call attendees on cancelled courses to transfer them to an alternative date.Review course evaluations and follow up with customers who assigned low grades.Address any complaints from customers and escalate to management.Other duties as assigned. Qualifications and skills:Established Customer First mentality ensuring the best experience for Learning Tree’s customers.Minimum 1 year experience in customer service.Associates Degree or above preferred.Strong written and verbal communication skills.Ability to effectively communicate with our customers in a professional manner.Experience using a Customer Relationship (CRM) database or system.Proficient in MS Office skills including Outlook, Excel and Word. Job ID: 1009816
Learning Tree International

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