Customer Experience Executive (Learner Support)

Company Overview

OOM Institute, an affiliate of OOM Marketing Agency, has evolved into a leading educational institution. We offer comprehensive courses, workshops, and consulting services designed to elevate professionals' skills in digital marketing.

Key Responsibilities 

Customer Support 

• Address inquiries from learners through phone, email, WhatsApp, and face-to-face interactions.
• Deliver prompt and professional assistance regarding course details, schedules, and educational resources.
• Support learners in resolving issues related to course access and enrollment.
• Facilitate a seamless and welcoming onboarding experience for new students.
• Maintain a low student retention rate to foster ongoing engagement.

Communication & Collaboration

• Ensure clear and consistent communication among learners, instructors, and internal teams.
• Work alongside management to improve student engagement and retention strategies.
• Proactively address any operational or student-related issues to ensure timely resolutions.
• Track attendance and follow up on absences to uphold learner participation.

Continuous Development & Enhancement

• Identify areas for improving the student experience and suggest actionable solutions.
• Help implement student feedback to refine course delivery and enhance service quality.
• Keep abreast of industry trends and best practices in learner support.

Desired Qualifications:

• Availability to work on weekends 
• A Diploma or Degree in any field 
• Exceptional interpersonal and communication skills with a strong commitment to customer service.
• Outstanding organizational skills and meticulous attention to detail.
• Proficient in computer applications, including Google Drive and Google Sheets.
• A proactive and resourceful mindset with the ability to handle multiple tasks in a fast-paced environment.
• Previous experience in customer service, hospitality, or administrative roles within an educational context is advantageous.