CRM - Customer Relationship Manager for Superprof UK H/F

Entreprise

Chez Superprof nous croyons qu’apprendre de nouvelles choses rend la vie plus épanouissante.

Nous voulons que chacun ressente le plaisir d’essayer quelque chose de nouveau, le bonheur de comprendre, la joie de transmettre.

C’est pourquoi, nous proposons un service de mise en relation entre ceux qui souhaitent apprendre et ceux qui souhaitent transmettre et vivre de leurs passions.

Aujourd’hui avec plus de 20 millions d’utilisateurs dont des professeurs, coachs, passionnés, nous sommes présents dans 36 pays à travers le monde.

Nous proposons plus d’un millier de disciplines autour de grandes thématiques telles que, le sport, les langues, la musique, l’art, les sciences et le soutien scolaire.

Si vous aussi vous êtes persuadés qu’apprendre c’est exister plus fort, rejoignez notre communauté.

Mission

We are looking for an experienced community relationship manager to join our UK team as soon as possible.

A successful candiate should have experience with online reputation management, customer relations and social media management.

You should have excellent interpersonal skills, be a skilled communicator and have experience in managing expectations and conflict. You should be able to work autonomously and in a team and meet demanding monthly targets.

We are looking for someone who cares about improving the consumer experience. You should be comfortable talking to customers over the phone and be able to form a close connection with people quickly and easily.

You will benefit from an experienced, friendly and approachable support team with a strong expertise in customer relations. We work primarily in English and French but have a large international, multi-cultural team.

Your missions:

• Maintain/Improve the relationship with, & between, our thousands of customers

• Respond to email queries

• Respond to phone queries

• Monitor the quality of tutors/students joining the website

• Provide advice for improving tutor ads when asked

• Monitor suspicious behaviour & maintain a trusted tutor database
*Improve tutor/student matching service

• Help students without a response from a tutor

• Reach out to tutors to encourage responses

• Reach out to students to suggest new tutors

• Improve the processes in place (customer management, automatic reminders, repeated customer problems, etc.)

• Improve and grow our social media presence across all major channels

Profil recherché

• You’re a native anglophile

• Working knowledge of French is a plus

• You have experience in customer relationship management

• You have experience in repetitional management

• You have great oral communication and writing skills (friendly and empathetic)

• You like a challenge, you are curious and have a real desire to learn

• You know how to be proactive and work autonomously

• You have knowledge of online marketing, internet culture and the fundamentals of web communication

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