Customer Support Team Leader

თარიღები: 31 აგვ - 29 სექ
მდებარეობა: თბილისი
დასაქმების ფორმა: სრული განაკვეთი
ენები: ინგლისური
ელ. ფოსტა: hrge@shawacademy.com
გაყიდვები:  გაყიდვების ქოლცენტრი

Job Description: 

Customer Support Team Leader - Written English Needed  (Call Center) 

Shaw Academy is the #1 provider of personalized accredited education at scale on the planet, educating hundreds of thousands of new students every month. Our mission is to deliver great education accessibly and affordably to everyone, everywhere. Due to explosive growth we are expanding our team into Georgia and are looking for people who share our vision and enthusiasm to re-skill and up-skill the world.  

Founded in 2012 and headquartered in Dublin with Centers of Excellence in Bangalore, the US & Cape Town, our organically grown business now employs over 340 full-time staff. The Company is privately owned, well-funded and continues to attract considerable funding interest from Institutional and Strategic Investors. 

The ideal candidate will be an experienced and successful sales leader, excellent at leading and motivating staff and comfortable in a fast paced B2C environment. 

If you would like to be one of the first to join this exciting new team in Georgia, we are looking for the following:  

Desired Skills and Experience: 

  • Fluent in english - Most important aspect of the role. 
  • Friendly personality  
  • Excellent written english  
  • Ability to offer industry specific advice.  
  • A hunger and drive to overachieve and succeed. 
  • Thrives in dynamic, entrepreneurial environment 
  • Knowledge of online education a plus 
  • Ensure Quality training is being done and that the criteria of quality is up to standard and/or improving 
  • Attend and ensure best service and sales are delivered by agents 
  • Volume - you will source, hire, train and support each agent to achieve considerable spoken to levels per day in this B2C sales environment 
  • Process and Quality – You will constantly monitor the quality of the team, in terms of their productivity, calls and outputs. This will include call listening, analysis of agent activity (eg call volume) and conversion 
  • Mentoring and Coaching – From our focus on quality come our commitment to coaching and mentoring our talent. This will include elevating our top performers to achieve even more and supporting underperformers to have them achieving. 
  • Reporting & Analysis – We are a data driven organisation, and in this position, you will analyse and monitor such reports as agent call volume, agent activity, revenue (overall & by agent), and call quality to name a few. 

 

Responsibilities: 

  • Lead and provide customer support from product trial, 1st purchase and onward to strengthen customer satisfaction and loyalty. 
  • Ensure your team understands and Identifies common customer challenges and actively suggest better solutions. 
  • Ensure your team has a strong desire to learn and define an emerging function in a rapidly growing and dynamic start-up environment 
  • You and your team will be responsible for customer retention and win backs 
  • Daily reporting for the team 
  • Helping your team to meet specific daily and weekly KPIs 
  • Customer Retention 

 

Why work with Shaw Academy: 

  • Competitive Salary  
  • Day and night shift position 
  • Uncapped monthly Commission/Bonuses 
  • Opportunities to Learn and Develop 
  • Career Growth and Advancement in a well-funded online education start-up 

 

This is a new and exciting opportunity to join our brand new team of enthusiastic professionals in Georgia. This is an opportunity to develop your career quickly and pave the way for new employees to come. At Shaw Academy we like to celebrate hard work and success with fun social company events and a competitive salary. 

Please, send your resume in English to: hrge@shawacademy.com  and indicate the position title (Customer Support Team Leader - Written English Needed  (Call Center)) in the subject line. Applications are considered on a rolling basis until the positions are filled - early applications are preferred. Successful applicants will be able to demonstrate success in all job requirement areas. 

By sending CV to the potential employer, the applicant gives the right to LLC Venmors as recruitment partners for Shaw Academy to process his/her personal data presented according to the requirements of Georgian Legislation. The personal data is processed/kept by the potential employer before concluding the labor contract and/or during the respective period described by the Georgian legislation after termination of labor relationship in order to select the applicant, check the competence and qualification of the applicant, and/or establish labor relationship with the applicant. The employer reserves the right to disclose the CV of the applicant to the third parties. 


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