Customer Experience (CX) Executive

Job Description

Title: Customer Experience (CX) Executive

Company Name: Ostad Limited

Vacancy: 4

Age: Na

Job Location: Dhaka

Salary: Tk. 20000 - 25000 (Monthly)

Experience:

• 1 to 4 years
• The applicants should have experience in the following business area(s): Educational Technology (Edtech) Startup

• Bachelor/Honors

• 1 to 4 years
• The applicants should have experience in the following business area(s): Educational Technology (Edtech) Startup

1. Batch Management & Coordination:  

   - Handle 10-12 batches, ensuring all scheduling and logistics are on track.

   - Maintain clear communication between instructors, teaching assistants (TAs), and learners.

2. Content Management & Preparation:  

   - Upload pre-recorded videos to ensure learners have access to the content they need.

   - Collect and organize all necessary resources, materials, and assignments for each batch.

3. Scheduling & Planning:  

   - Work with instructors to set up class schedules, adjust timings, and update schedules on the platform.

   - Launch new batches on time and coordinate with the team for smooth execution.

4. Learner Support & Issue Resolution:  

   - Act as the main contact for learners, handling daily questions and troubleshooting any issues.

   - Ensure learners have a positive and supportive experience.

5. Teaching Assistant (TA) Onboarding & Management:  

   - Lead the onboarding process for new TAs, providing them with necessary resources and guidance on their responsibilities.

   - Supervise TA performance, offering support and guidance to maintain quality service and improve learner outcomes

6. Teacher Relations & Communication:  

   - Keep in regular contact with instructors, addressing their needs, gathering feedback, and helping them engage effectively with learners.

   - Foster positive working relationships with instructors to ensure a smooth teaching environment.

7. Social Media Engagement:  

   - Help the TAs manage social media, promote upcoming batches, celebrate learner achievements, and respond to queries.

8. Dashboard Management & Reporting:  

   - Prepare daily dashboards to track learner engagement, batch performance, and course progress.

   - Regularly monitor activities to maintain a high-quality learning experience.

9. Continuous Improvement:  

   - Review and assess processes, offering suggestions to improve customer and learning experiences.

   - Work closely with team members to boost learner satisfaction and engagement.

Key Skills:  

- Time Management: Able to handle multiple batches and prioritize tasks efficiently  

- Problem-Solving: Good at troubleshooting and resolving issues day-to-day  

- Communication: Skilled in verbal and written communication to interact with learners, instructors, and team members  

- Leadership: Experience in supervising TAs and maintaining a productive learning environment