Key Responsibilities:
Account Management & Support:
- Serve as the single point of contact for assigned RPs via email, WhatsApp, phone, or live chat.
- Provide proactive, outbound service by monitoring applications in-funnel and supporting engagement campaigns.
- Foster regular engagement with accounts via weekly or bi-weekly calls, reports, and updates.
- Prioritize incoming support requests to meet SLA requirements.
- Represent ApplyBoard to promote platform and services, guiding RPs to improve quality and volume of international applicants.
Issue Resolution & Collaboration:
- Work closely with CX and other departments to identify and resolve escalated issues.
- Continuously update partners on SOPs, platform updates, and requirements.
- Conduct monthly governance meetings with RPs to review performance and address concerns.
Process Improvement & Project Support:
- Maintain detailed records of account health, events, challenges, and partner preferences.
- Aid, advise, or lead projects assigned by leadership to improve CX processes, tools, or training.
- Create action plans, processes, and guidelines to enhance operational efficiency.
What You Bring to the Table:
- Excellent written and verbal communication skills.
- Strong attention to detail and ability to manage knowledgeable, demanding RPs.
- Passion for problem-solving and deep-dive analysis.
- 2+ years of customer service experience.
- Extensive knowledge of international student application processes.
- Experience in data analysis, process creation, and guideline development.
- Familiarity with Zendesk, Jira, Google Suite, and educational institutions.
- In-depth knowledge of ApplyBoard products, processes, and teams.
