Serves as an Education operations and customer advocate in an international corporate education department. Key components of this role include working knowledge of the respective departmental processes / functions and the related knowledge of how the department interacts with the other departments of the organization.
In Education Customer Care everyone is our customer and our role is to enable and support them in the Education platforms and programs.
Our team is also responsible for partnering with other Infor teams to ensure customer renewals for Education program, Campus Plus membership.
Due to the organization’s global nature meetings, calls, and emails may result in non-standard or extended working hours.
Hours of Operation : 5 a.m. EST / 5 p.m. Manila 1 p.m. EST / 1 a.m. Manila
Daily, weekly and / or monthly functions may include but are not limited to :
Daily spoken and written communications with clients and customers via telephone or email
Respond timely based on established turnaround times to customers, partners, and employees training and customer service requests.
Complete timely and accurate training or status reports to customers or management team
Monitor and respond to questions regarding Education programs example certifications and Campus Plus memberships
Escalate issues as needed to management; effectively communicate issues and develop recommendation(s) for solution(s)
Proactively evaluate policies, programs and practices related to functional areas to keep the company in-line with current external requirements and trends, as well as organizational needs and changes
Resolve complex business problems to the satisfaction of all parties
Create or utilize appropriate web development tools to update LMS user interface i.e rapid data import file (RDI) if requested to assist by Platforms team
Provide initial assistance and / or guidance for functional users of the system or applications
Manage billing components and process on global basis for Americas, EMEA, and APAC for Education programs
Submit credits and / or responses to collections and disputes on billings for Education programs
Setting up discount codes, Purchase Orders, and Campus cards in the learning platform
Running reports on discounts and billing transactions
Setting up trial memberships as requested by Infor resources
Identify learning opportunities for the team and distributing to Education Sales
Configure and test customer scenarios in learning platform
Recreate a customer experience to research and resolve customer request example, self-directed learning course issues
Assist with QA / Testing duties for various platforms i.e Infor Campus platform
Participating and completing tasks on education assigned projects i.e new skus, pricing changes
Skill / Experience Requirements include but are not limited to :
Excellent Communicate skills (written and verbal) with all levels of organization and management
Experience working in a call center is a plus
Experience and willingness to work in a fast-pace, dynamic, and ever-changing is required
Willingness to do whatever task is needed whenever it is needed
Administration for multiple platforms i.e LMS platform, certifications is a preference / plus
Must be team oriented - everyone on this team pitches in when one area needs help
Must be an advocate for the customer
Must be disciplined and detail oriented
Must be flexible and adapt easily to change and prioritizing volume and workload
Willing to be in a state of constant learning
Able to self-manage project work