Head Customer Care (offline)

Requirements:
- 3 years experience in the field of customer service, preferably at the level of the head of the department/direction,
- Experience in the development and implementation of communication strategies and business processes for the Customer Care direction;
- Excellent team management, planning and work organization skills;
- High level of self-organization.

Nice-to-haves for the role:
- Experience in the online education industry or similar industries;
- Knowledge of the English language at the B1 level and above.

Responsibilities:
. Development and implementation of communication strategies and business processes for the effective functioning of the customer service department:
- construction and implementation of necessary communication strategy procedures for remote customer service (e-mail, chat, technical support, complaint handling, customer surveys);
- creating a system of control and assessment of service quality, prescribing standards for processing applications and customer requests.
- Preparation of the decision tree and development/correction of scripts;
- automation of customer support processes (setting up chatbots and the Customer Care module);
- development and implementation of the necessary reporting (development of formats/templates and periodicity of reporting to display key indicators).

We offer:
- Work in a friendly team of professionals with extensive experience;
- Opportunity to work on exciting projects in the energy sector;
- Flexible work schedule and the possibility of remote work;
- Competitive salary.

About Repetry

Repetry is an easily accessible online platform connecting users worldwide with proficient tutors in their chosen foreign language. Currently, we offer eight languages. The platform facilitates engaging remote lessons, empowering experienced tutors to work online, earn money, and exercise their teaching potential.

The service addresses the needs of both students and teachers, with each user category having a personal account with carefully designed features. The entire process - from searching, booking lessons to payment — is conducted on the platform's website, ensuring high security and transparency.

Students have access to a well-developed search and selection system for teachers based on various parameters, including the tutor's rating. Tutors, on the other hand, have access to a comprehensive system that allows them to manage their schedule, set their working hours, and decide their rates. Furthermore, every tutor has a detailed profile showcasing their achievements, experience, and proficiency, a crucial element for marketing their services.

While developing Repetry, we considered the shortcomings of our competitors and enhanced their functionalities.

Our Story
Our team comprises professionals with over eight years of experience in the EdTech sector. This wealth of experience, coupled with our passion for innovation and the promising market of online education, led to the birth of Repetry – a modern international educational platform.

Today, we are proud to have representation in both Ukraine and Poland, and within a short time, we have managed to secure substantial investments for the further growth and development of our project.

Looking back, we are grateful for our experience that laid the foundation for Repetry. We eagerly look forward to a future where education becomes more accessible and efficient for all.

Our Mission
Repetry is committed to unlocking human potential through quality education. We have set an ambitious target of enabling 10 million people to access foreign language learning by 2028. With our transparent and flexible pricing model, we aim to draw in users from various income levels across the globe.

Our Values

Openness and Diversity: we aim to foster an inclusive online learning environment where everyone can confidently share their thoughts and experiences.
Innovation: the education sector is always witnessing new methods and technologies. We continuously experiment and leverage these emerging approaches to enhance our platform.
Continuous Improvement: we understand the importance of evolution. We adapt to changes, promptly incorporate innovations, and respond quickly to areas needing improvement or enhancement.
Quick Response: we do not merely respond to requests swiftly; we delve into their roots to offer specific, scalable solutions that catalyze the continuous improvement of our interface and functionalities.
Customer-Centricity: from the design of our platform interface to user support, everything we do is geared towards offering the best experience to our students and teachers.

These values underpin our approach to crafting an educational platform that meets the needs of teachers and students across the globe.

Company website:
https://repetry.com/