Company Description
Ambition Guru – Your Learning App – is a technology-driven education platform dedicated to helping learners unlock their potential and achieve academic excellence. The company offers a broad range of courses, from school and university programs to competitive exams, professional licenses, public service, teaching certifications, and language tests such as IELTS, Korean, and Japanese. Learners benefit from expert educators, structured video and audio lectures, extensive MCQ banks, comprehensive notes, and regular mock tests with rewards. With personalized performance analysis and feedback, Ambition Guru focuses on tailored learning experiences that support diverse academic and career goals.
Key Responsibilities
- Handle inbound and outbound student calls, ensuring high-quality, empathetic, and accurate resolution of inquiries.
- Manage and respond to student messages across social media platforms (Facebook, Instagram, Tiktok, WhatsApp) with speed and clarity.
- Track, log, and resolve student complaints or technical issues using the internal CRM/ticketing platform.
- Document common student friction points and system inefficiencies discovered during daily agent tasks.
- Act as the first point of contact for complex student issues escalated by the SCU agents.
- Assist the Supervisor in auditing agent call recordings, social media responses, and chat transcripts to maintain quality assurance (QA) standards.
- Help manage daily shift rosters, queue volumes, and ensure optimal response times (SLA management) across all channels.
Job Specification
- 1–2 years of experience in customer service, call centers, or student support, with at least some experience acting as a team lead, senior agent, or coordinator.
- Comfortable navigating CRM software, cloud telephony, and social media management platforms.
- A "no task is too small" attitude, paired with analytical thinking to look at daily chats/calls and see the bigger strategic picture.
