Learning Support Advisor Role

4 days ago

Lagos, Lagos, Nigeria Tuteria Limited Full time
Job Overview
The Sales/Learning Support Advisory role is a key position at Tuteria Limited. This role encompasses learning consultation, advisory services, and revenue generation. The associate serves as the initial point of contact, interfacing between clients and tutors through seamless client onboarding, interaction, follow-up, conversion, loyalty, and retention to ensure a satisfactory learning experience.

Main Responsibilities
1. Client Acquisition/Account Assignment:
• Acquire and confirm client's request details.
• Prompt interaction with clients to manage leads acquired from various channels.
• Respond promptly to clients' enquiries by initiating first contact to earn Tuteria trust.

2. Client Onboarding:
• Provide clients with information about Tuteria's private, group, online, and offline services.
• Consultation with clients and tutors to discuss learning expectations.
• Offer 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.

3. Clients and Tutors Interaction:
• Build and nurture Tuteria/tutors/clients relationships 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 their 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.

4. 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, 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.

5. 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.
• Confirm payment.
• Follow up on clients with reverse payment issues to re-initiate payment.

6. Follow-up 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.

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

8. 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
• 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
• Opportunity to work in a fast-growing EdTech company with a mission to transform education.
• Training programs and career growth opportunities.
• Collaborative work environment and supportive team culture.

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