Customer Service Representative

Position Overview

Brint Online School, a fast-growing provider of innovative online learning solutions, is seeking a highly organized and empathetic Customer Service Representative to join our dynamic team. In this role, you will serve as the first point of contact for clients, learners, and tutors—ensuring seamless communication, prompt issue resolution, and a consistently positive customer experience across all touchpoints.

Key Responsibilities

Customer Support & Communication

• Serve as the primary contact for parents, students, and tutors via email, phone calls, WhatsApp, and social media platforms
• Provide accurate, timely, and professional responses to inquiries regarding courses, enrollment, class schedules, tutor availability, and school policies
• Proactively follow up on unresolved issues to ensure complete customer satisfaction

Issue Resolution & Escalation

• Handle and resolve customer complaints related to payments, class access, technical issues, missed sessions, and scheduling conflicts
• Escalate complex or sensitive issues to the appropriate departments (Supervisors, Tutors, Finance, or Management) and track them to resolution
• Act as a customer advocate by identifying recurring issues and suggesting service improvements

Records & Documentation

• Accurately log all customer interactions, complaints, and resolutions in the school's CRM system
• Maintain up-to-date records of customer information, feedback, and service history
• Prepare basic service reports and summaries when required

Collaboration & Internal Support

• Work closely with tutors to communicate schedule changes, class updates, and parent feedback
• Liaise with the operations and finance teams to ensure smooth onboarding, billing, and class delivery
• Support administrative tasks related to customer experience