School Services Coordinator
Faria Education Group, Australia

We are looking for an energetic individual with at least 2 years prior Customer Support, Customer Success or Account Management experience to join our Taipei Team as School Services Coordinator (SSC) for Pamoja. Pamoja provides online learning solutions for IB World Schools. Pamoja Online Courses provide a wide range of online courses across the IB Diploma Programme, supporting personalised learning through our global classroom. Our curriculum-aligned courses are taught online by our experienced teachers trained in digital learning methodologies

In this role, you will be responsible for customer support operations in APAC as part of our Customer Success team. You will play a significant role in contributing to the growth and success of Pamoja. The SSC provides a wide spectrum of support and is responsible for building relationships with customer schools to support the retention of enrolments, and increase student enrolments in line with growth targets. The right candidate will be a self-starter able to stay focused on their priorities while still working within a highly collaborative team.

Customer Success

• Provide support to customers, establishing priorities and next steps
• Provide high touch school interaction, proactively building relationships with customer schools to support with retention and growth
• Implement health checks, pulse checks and wellbeing plans to your allocated pool of customer schools
• Monitor student engagement, including withdrawal requests - Ensuring all possible avenues have been explored
• Update relevant internal systems with notes and customer contact
• Follow up with customers to ensure correct utlisiation and offer further support

• Support delivering live webinars, with clear communication amp; presentation skills
• Work closely with all Pamoja teams, including the Academic team and the Principal of Online Courses
• Communicate with SBCs to keep them appropriately informed of company activities and enhancements to systems and processes
• Support timely execution of the student enrolment process in line with the operational calendars
• Facilitate the induction and training of school SBCs monitor gaps to provide tailored follow up

Customer Support

• Email amp; telephone support operations, responding to support tickets from students, Pamoja teachers amp; school contacts
• Deliver firstline technical support
• Ensure that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Make customers happy (this requires grace under pressure, especially when you are dealing with a challenging customer that has urgent demands and time pressure)
• Provide Quality Assurance (QA) testing for new feature deploys
• Devise ways to improve our help and support materials, including publishing revisions and updates of materials
• Provide the appropriate level of escalation, keeping a record of the escalation trends to avoid future issues of the same nature
• Support the administration required for Pamoja, ensuring that the Diploma Programme (DP) services are fulfilled in accordance with the IB’s and Pamoja’s operational calendars
• Support timely execution of the student enrolment process in line with the operational calendars

Other: Project work

• Attend and own system improvement projects
• Support new product launches
• Contribute to customer case studies and testimonials

Requirements

• 2 + years prior Customer Support, Customer Success or Account Management experience.
• Interest in EdTech and desire to make life better for students and schools.
• Strong written and oral English communication skills with careful attention to detail and a natural flair for building effective relationships.
• Eagerness, competitive attitude, amp; ambition to achieve.
• Demonstrated Competence / Self-learning

• Product knowledge amp; understanding of customer ‘Jobs-to-be-Done’.
• Proficiency with all sales tools (Jira, Zendesk, Google Docs, Zoom, Power BI, Hubspot, etc).
• Ability to work autonomously and collaborate with other departments on projects and tasks.
• Improvement based on feedback and observation of others.
• Online presence amp; responsive communication.
• Customer-first attitude
• Responsibility and ownership of tasks and projects.
• Collaboration across teams and timezones.
• Able to work under pressure and deliver to tight deadlines
• Ability to multitask and prioritise effectively

Benefits

• Base salary commensurate with experience
• Professional development budget

Job Rewards and Benefits