CS Manager

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Assist parents and students from their initial enrollment at Kodland.

• Engage with parents via phone, chat, and email communication.

• Greet newly enrolled families and guide them through the upcoming steps.

• Provide support to customers regarding class access, schedules, logins, transfers, freezes, and general course inquiries.

• Follow up with families when students miss lessons or do not attend regularly.

• Identify the causes of customer dissatisfaction and strive for appropriate resolutions.

• Address complaints in a calm and professional manner.

• Process refund requests and discuss potential alternatives with families.

• Negotiate payment and installment solutions in accordance with company policies.

• Respond to objections clearly, empathetically, and with a focus on solutions.

• Accurately document all customer interactions and case updates in CRM and helpdesk systems.

• Collaborate with teaching, technical, finance, and operational teams when additional assistance is needed.

• Take responsibility for each case until the customer receives a definitive resolution.

⛳️ Requirements

• Proficient in both Arabic and English communication.

• A minimum of 1–2 years of experience in professional customer service.

• Previous experience in managing customer interactions through calls, chat, or email.

• Hands-on experience with customer support or ticketing platforms such as Omnidesk, Zendesk, Freshdesk, Intercom, or similar systems.

• Practical experience with CRM systems including amoCRM, Bitrix24, Salesforce, HubSpot, or comparable platforms.

• Exceptional written and verbal communication skills.

• Confidence in managing complaints and navigating emotionally charged conversations.

• Experience in responding to customer objections effectively.

• Ability to handle discussions regarding refunds, cancellations, installments, and payment issues in a professional manner.

• Strong negotiation and problem-solving capabilities.

• Capacity to remain composed, empathetic, and respectful under pressure.

• Excellent organizational skills and attention to detail.

• Ability to juggle multiple customer cases and systems simultaneously.

• Competence in accurately documenting customer interactions.

• Availability for full-time work, totaling 40 hours per week.

• Willingness to work one weekend day.

• Possess a personal laptop or computer suitable for remote work.

• Reliable internet connection and a quiet workspace.

• Commitment to Kodland as the primary professional engagement.

🏝️ Benefits

• Fully remote work opportunities.

• Experience within a global EdTech company.

• Comprehensive onboarding and role-specific training.

• Continuous support and regular feedback provided.

• Interaction with international customers and teams.

• Development in areas such as customer service, retention, negotiation, and operations.

• Internal career advancement opportunities for high performers.

• Employee discounts on Kodland's educational programs.