Customer Support Associate

Job Summary
10Alytics is seeking a customer-focused, organized, and proactive Customer Support Associate to provide excellent support to learners throughout their training journey. The successful candidate will serve as the primary point of contact for learner enquiries, provide timely assistance, resolve issues, and ensure a smooth and positive learning experience.
The role involves managing learner communications, supporting onboarding activities, maintaining accurate records in the Customer Relationship Management (CRM) system, and promoting learner engagement through regular follow-ups and outreach. The ideal candidate should have strong communication and problem-solving skills, attention to detail, and a genuine commitment to customer satisfaction.

Key Responsibilities
* Learner Support: Serve as the first point of contact for learners seeking assistance with programmes, training schedules, learning platforms, and related enquiries.
* Enquiry Management: Respond promptly and professionally to learner questions through phone calls, emails, messaging platforms, and other communication channels.
* Issue Resolution: Identify learner challenges, provide appropriate solutions, and escalate complex issues to the relevant departments when necessary.
* Learner Onboarding: Assist new learners with registration, onboarding procedures, access to learning materials, and orientation activities.
* Communication Management: Share important announcements, programme updates, deadlines, schedules, and other relevant information with learners.
* CRM Management: Maintain accurate and up-to-date learner records, communication histories, support requests, and follow-up activities in the CRM system.
* Learner Engagement: Conduct regular follow-ups and outreach to encourage participation, monitor engagement, and help learners remain active throughout their training.
* Feedback Collection: Gather learner feedback, identify recurring concerns, and recommend improvements to enhance the overall learning experience.
* Cross-Department Collaboration: Work with the academic, operations, sales, and marketing teams to address learner needs and ensure effective service delivery.
* Record Keeping: Document enquiries, complaints, resolutions, and outstanding issues for proper tracking and reporting.
* Performance Reporting: Prepare regular reports on support activities, learner concerns, response times, and satisfaction levels.

Qualifications and Requirements
* A bachelor’s degree or HND in Business Administration, Communications, Customer Service, Information Technology, or a related field is an advantage.
* Previous experience in customer service, customer support, client relations, or learner support is desirable.
* Excellent written and verbal communication skills.
* Strong interpersonal, listening, and problem-solving abilities.
* Good organizational skills and attention to detail.
* Familiarity with CRM systems, Microsoft Office, Google Workspace, email, and online communication tools.
* Ability to handle enquiries and complaints professionally and patiently.
* Ability to manage multiple tasks and prioritize urgent requests.
* Strong teamwork skills and a customer-focused attitude.
* Willingness to learn new systems and adapt to changing learner needs.

Key Performance Indicators (KPIs)
* Average response and issue-resolution times.
* Learner satisfaction and feedback ratings.
* Number of enquiries resolved successfully.
* Accuracy and completeness of CRM records.
* Timeliness of learner follow-ups.
* Learner engagement and participation rates.
* Effectiveness of onboarding support.
* Reduction in recurring learner complaints.