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CUSTOMER EXPERIENCE ASSOCIATE

As a Customer Experience Associate (CX Associate/CXA), you will be the first point of contact for end-users of our system, ensuring they receive timely, accurate, and professional assistance. You will handle common inquiries, verify and resolve straightforward issues, and coordinate with other teams to address more complex concerns — always with the goal of delivering an exceptional customer experience.

Key Responsibilities

  • Serve as the first point of contact for end-users, providing prompt, professional, and courteous assistance across multiple support channels (School Chat Spaces, phone, email, and the Edusuite Helpdesk ticketing system)

  • Troubleshoot and resolve common issues independently, ensuring a smooth user experience

  • Verify information, escalate complex concerns, and coordinate with other teams to deliver timely solutions

  • Contribute to improving support processes by identifying inefficiencies and suggesting enhancements

  • Assist in projects and initiatives assigned by the Customer Experience Manager/Lead, ensuring quality and timely completion

  • Maintain accurate and organized records of interactions, resolutions, and follow-ups

  • Actively participate in training and knowledge-sharing to stay updated on product features, best practices, and new support tools

Minimum Qualifications

  • Experience: 0–3 years experience in Customer Experience, Technical Support, or Client Services or similar role. Exceptional fresh graduates with strong academic or extracurricular credentials are encouraged to apply.

  • Communication: Excellent written and verbal communication skills, with the ability to convey information clearly and professionally

  • Problem-Solving: Creative thinker with strong analytical skills and the ability to resolve issues effectively

  • Attention to Detail: Highly organized with keen attention to accuracy and quality in all tasks

  • Technical Understanding: Solid grasp of incident management processes and their application in IT or software support

  • Interpersonal Skills: Strong people skills with the ability to manage expectations and address user concerns calmly and professionally

  • Adaptability: Able to work efficiently in a fast-paced environment while maintaining high-quality output

  • Availability: Willingness to take part in on-call rotations, including coverage during non-working hours

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Bonus Qualifications

  • Familiarity with database management and system administration

  • Experience in quality assurance or software testing.
     

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