Customer Service Representative

What youll do

• Customer-facing role
• Interact with Customers and Stakeholders across APAC EMEA and AMERICAS region
• Setup training sessions in our LMS tool SABA/ALM
• Manage participant registrations and payments
• Manage class and registration cancellations/reschedules
• Track and report trainer utilization
• Maintain accurate information in training calendar and trainer skill matrix
• Backlog Burn: Reach out to customers and schedule trainings that they have purchased within their contract period. Support in converting bookings to revenue.
• Training Coordination: Ensure smooth operation of customer training delivery for customers across the regions
• Logistics: Book trainings rooms within premises and with vendors when required. Arrange catering for workshops. Secure building access badges for classroom trainings. Create wifi access for participants.
• Mailbox Management: Respond to customer enquiries regarding registrations class facilities payments & invoices contracts cancellations reschedules and any other training related information. Work on requests from stakeholders and sales teams.
• Communication & Collaboration: Communicate training details to customers and internal stakeholders. Interact with Delivery Managers Instructors and Sales reps on day to day basis. Collaborate with cross-functional teams as required.
• Process Improvements: Work cross-functionally to continually analyse training processes communicate changes in process with trainers recommend process improvements document processes and develop metrics to measure performance levels.
• Financial administration: check all training contracts with vendors for accuracy and ensure all invoices for services provided match stated specification and pricing reconcile all invoices within financial system.

To succeed in this role youll need:

• Bachelors degree required
• Training coordination experience
• Experience in planning/logistics of events
• Customer focus and centricity
• Eye to detail
• Data accuracy
• Customer call handling skill
• Stakeholder management
• Cross-functional team exposure
• Experience working with Global teams
• Good problem solving and analytical skills
• Excellent verbal and written communication skill
• Good team player
• Ability to learn new tools & processes
• Learning Management System knowledge
• Working knowledge of MS Office applications (Outlook Word Excel IE)