Learning Support Specialist

11 hours ago

Lagos, Lagos, Nigeria Tuteria Limited Full time

Job Overview:

Tuteria Limited is a pioneering EdTech company that aims to transform education. We are seeking an exceptional Learning Support Specialist to join our team.

This role plays a crucial part in ensuring seamless client onboarding, interaction, follow-up, conversion, loyalty, and retention to guarantee a satisfactory learning experience.

The key responsibilities of this position include introducing clients to diverse tutoring services, responding to clients' enquiries, learning expectations, tutor recommendations, budget negotiation, payment confirmation, conflict resolution, upselling, and cross-selling.

  • Client Acquisition/Account Assignment:
    • Acquire and confirm client's request details.
    • Prompt interaction with clients to manage leads acquired from various platforms.
    • Prompt response to clients' enquiries by calling them to initiate first contact and earn Tuteria trust.

Client Onboarding:

Provide clients with information about Tuteria's private, group, online, and offline services.

Consultation with clients and tutors to discuss learning expectations.

Provide learning needs assistance and suggest insightful recommendations.

Respond to customers' enquiries and complaints via phone calls, emails, and SMS/WhatsApp chats.

Identify and activate potential leads through cold calling.

  • Clients and Tutors Interaction:
    • Buil
    • d and nurture relationships between Tuteria, tutors, and clients for immediate and future tutoring needs recommendation.
    • Confirm tutors' availability and interest in tutor job offers.
    • Process clients' requests by matching them with qualified or interested tutors that meet the clients' unique expectations.
    • Share tutors' profiles with clients for review.
    • Groom prospective clients from initial interaction to conversion.
    • Share tutoring job information with tutors via SMS/WhatsApp.

Clients Engagement:

Daily follow-up on clients on the 'Pending' list and persuade them to book lessons.

Identify prospects and sort clients into the 'Pending', 'Ready/Urgent', and 'Prospective' lists.

Regular outreach/follow-up on 'prospective' clients to market/promote services, thereby driving sales.

Intensive follow-up on the 'Ready' list to make payments and book lessons.

Handle multiple clients' requests simultaneously to meet daily deliverables.

Set reminders for clients on the prospective list for timely follow-up.

  • Sales and Conversion:
    • Negotiate with clients and tutors for the best bargain.
    • Convince clients to make payments to secure slots with preferred tutors.
    • Offer discounts to boost sales.
    • Promote a term payment plan to encourage multiple months of payment.
    • Exchange payment information with clients via email or e-message.
    • Confirmation of payment.
    • Follow up on clients with reverse payment issues to re-initiate payment.

Followup and Conflict Resolution:

Exchange contact details between clients and tutors.

Advise clients on the need for separate/specialized tutors, if required.

Assist clients in troubleshooting challenges and finding solutions within the platform.

Provide feedback to the product team on common issues and user pain points for continuous improvement.

Manage communication issues to prevent escalations and refunds.

  • Sales Booking and Reporting:
    • Maintain accurate records of clients' requests and interactions.
    • Document clients' request history and sales journey.
    • Daily, weekly, monthly, quarterly, and annual sales reporting.

Productivity and Collaboration:

Work closely with the support team to address technical or product-related issues promptly.

Refer to the Tutors Success Team for tutor suggestions and profiles review/approval.

Refer to the Learning and Design Team for curriculum development, teaching aids, and learning resources.

Interact with the marketing team to assist with marketing campaigns and promotions towards lead acquisition and revenue growth.

Engage in inter-team meetings to monitor ads and lead generation.

Qualifications:

We require a Bachelor's degree in a relevant field (Education, Sales & Marketing, Business Administration).

2+ years of experience in Sales, Customer Experience/Support. EdTech industry experience is an added advantage.

Strong communication and relationship-management skills.

Ability to manage multiple client accounts and prioritise tasks effectively.

Familiarity with CRM software (e.g., Zoho, Salesforce, HubSpot).

An innovative, result-driven mindset with a passion for enhancing clients' satisfaction and loyalty.

Preferred Skills:

Experience with educational technology platforms or products.

Experience with a fast-paced work environment.

Knowledge of sales, business development, data analytics, and reporting to assess clients' engagement and retention.

Familiarity with educational standards and school operations.

Beginner/Mid proficiency on Microsoft Excel, Microsoft Word, and Microsoft PowerPoint, Google Sheets, and Zoho tools.

What We Offer:

We offer the opportunity to work in a fast-growing EdTech company with a mission to transform education.

Training programs and career growth opportunities.

A collaborative work environment and supportive team culture.

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