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Customer Care Representative- Spanish & English
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Customer Care Representative- Spanish & English
Job summary
A leading EdTech company in the UK is looking for a Customer Care Representative to serve as the first point of contact for students. This role involves troubleshooting, providing assistance across various channels, and meeting performance KPIs. Candidates should be bilingual in English and Spanish, have experience in a call center environment, and be adept at handling high-pressure situations—especially when supporting older students. A reliable home-office setup with high-speed internet is required, as well as strong communication skills.
Qualifications
- Experience in a call center environment is a MUST.
- Strong computer skills; proficiency in Microsoft Office required.
- Experience working with elder populations preferred.
Responsibilities
- Troubleshoot issues, guide students, and provide clear solutions.
- Meet and exceed KPIs: Efficiency, Resolution, SP support, satisfaction.
- Assist frustrated or elderly students with patience and empathy.
Skills
Tools
eTeacher Group is an EdTech pioneer delivering high-quality live online courses to over 50,000 students worldwide each year. With more than 550 employees and a rapidly evolving Learning Platform, we remain at the forefront of educational innovation. Our strategy is clear: create personalized, outcome-focused learning experiences powered by advanced teaching methodologies and cutting-edge AI technologies.
Our Customer Care Representatives are the first point of contact with our students and play a critical role in creating the best possible first impression.
They support new and existing students with a wide range of inquiries including course scheduling, billing questions, terms clarification, onboarding, technical assistance, and platform navigation—across both calls and digital channels such as WhatsApp, CRM messaging, and email.
Success in this role requires a service mindset, strong resilience under pressure, and consistent performance within a KPI-driven environment (Efficiency, Resolution Rates, SP-related support, Quality). Representatives handle high volumes while providing empathetic, professional support, especially to our elder student population (55+).
- Troubleshoot issues, guide students, and provide clear solutions.
- Meet and exceed KPIs: Efficiency, Resolution, SP support, satisfaction.
- Assist frustrated or elderly students with patience, calm, and empathy.
- Navigate multiple systems simultaneously; document all actions in CRM.
- Provide technical troubleshooting and platform installation guidance.
- Perform additional administrative duties as assigned.
- Bilingual (English/Spanish) is a must; Portuguese is a significant plus.
- Experience in a call center environment is a MUST.
- Experience working in a rapid‑pace, high‑volume operational environment is a MUST.
- Excellent communication and relationship‑building skills.
- Ability to remain calm and solution‑oriented under pressure.
- Experience working with elder populations preferred.
- Strong problem‑solving and multitasking abilities.
- Full flexibility to work morning/evening/night shifts.
- Ability to support global operations as needed.
- Reliable home‑office environment with high‑speed internet.
- Strong computer skills; Microsoft Office proficiency required.
- Working knowledge of PC and Mac operating systems is a plus.
- Reliable attendance and consistency.
Please submit your resume in English. Only English CVs will be considered.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.