Customer Care Specialist (Philippines)

We power peoples progress.

At Preply were all about creating life-changing learning experiences. We help people discover the magic of the perfect tutor craft a personalized learning journey and stay motivated to keep growing. Our approach is human-led tech-enabled - and its creating real impact. So far 90000 tutors have delivered over 20 million lessons to learners in more than 175 countries. Every Preply lesson sparks change fuels ambition and drives progress that matters.

Your impact in one sentence:

To guide and support users with their interactions on Preply and to resolve any issues they may face by becoming a true Customer Advocate.

At least 5 reasons to join our Customer Support Squad:

• Our international team is constantly growing and now you can join 100 bright specialists among 8 teams empowered by experienced managers from world top-notch companies (Booking Uber).
• Flexibility is a must for us but also a big advantage. Preply supports customers 24/7 so youll have a monthly rotating schedule with 9-hours shifts and not less than 11 hours gap between them to have a proper rest.
• To make your professional development more efficient our trainers will support you not only through the onboarding but also after with additional support to set you up for success.
• No callsonly written communication via chats emails and social.
• We have a really dynamic environment and fast working pace with reasonable goals and clear KPIs for you to be confident in what the team expects from you.

What youll be doing:

• Answer customers questions and resolving any issues that they may be facing;
• Identify problem areas and flagging them to the concerned team;
• Ensure customer satisfaction and work on collecting and tracking users feedback;
• Work closely with the product teams to resolve issues and share customer feedback;

What you need to succeed:

• Previous experience providing support through live chats;
• Fluency in English;
• Strong technical and analytical skills;
• Ability to provide proactive and innovative solutions;
• Outstanding written and verbal skills;
• Ability to understand customers needs;
• Ability to work in teams;
• A customer-centric empathetic mindset with excellent listening skills;
• An ability to focus on what counts creating simple solutions to deliver fast results;
• A passion for learning and desire for self-improvement.
• Computer with i5 or i7 processor 16GB RAM 256 GB SSD
• Internet connection of at least 30mbs

Our recruitment process at Preply:

We want your recruitment experience with us to be as smooth and enjoyable as possible! Heres what to expect:

• Introductory Video Call: This is a quick friendly video interview step for us to get to know you a bit better. You will have to record you answering some questions and a short writing assessment that will allow us to know more about your background experience and your motivation.
• Meet with Our Talent Acquisition Team: In this stage youll have a deeper conversation with one of our Talent Acquisition specialists. Well share more details about the role the company and our culture. This is also the time to go over things like salary and other important details and to solve any questions you may have!
• Technical Interview with the CS Team Lead: The final step is a technical interview with one of our CS Team Leads. Dont worrythis is where well dive into your skills and see how they align with the job making sure youre set up for success.

Each stage is designed to help us learn more about you while giving you insights into what its like to work with us. Well keep you updated every step of the way!

Why youll love it at Preply:

• An open collaborative dynamic and diverse culture;
• A generous monthly allowance for lessons on Learning & Development budget and time off for your self-development;
• A competitive financial package with equity and leave allowance.
• The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

Our Principles

• Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
• We do it for learners - For both Preply and tutors learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
• Keep perfecting - To create an outstanding customer experience we focus on simplicity smoothness and enjoyment continually perfecting it as every detail matters.
• Now is the time - In a fast-paced world it matters how quickly we act. Now is the time to make great things happen.
• Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals focus on what matters and utilize our resources efficiently.
• Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories unlocking meaningful insights to guide our decisions.
• Growth mindset - We proactively seek growth opportunities and believe todays best performance becomes tomorrows starting point. We humbly embrace feedback and learn from setbacks.
• Raise the bar - We raise our performance standards continuously alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
• Challenge disagree and commit - We value open and candid communication even when we dont fully agree. We speak our minds challenge when necessary and fully commit to decisions once made.
• One Preply - We prioritize collaboration inclusion and the success of our team over personal ambitions. Together we support and celebrate each others progress.

Diversity Equity and Inclusion

Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.

Preply will consider all applications for employment without regard to race color religion gender identity or expression sexual orientation national origin disability age or veteran status. Together we are The World Class.

#LI-VL1

Required Experience:

Unclear Seniority