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About the Role

The Institute of Knowledge (IOK) is seeking a dedicated Remote Chat Support Agent to provide first-point-of-contact support for individuals engaging with our Islamic educational programmes. This role is crucial for ensuring a positive experience for students, parents, and community members, supporting online and onsite courses, school, and community events.

Responsibilities

• Respond to user inquiries via live chat and email promptly, professionally, and courteously.
• Provide accurate information regarding IOK's programmes, including accredited school, seminaries, and online courses.
• Assist users with registration, website navigation, and accessing educational resources.
• Troubleshoot and resolve common technical issues by guiding users through solutions.
• Handle customer concerns and complaints with empathy, escalating complex cases when necessary.
• Maintain precise records of customer interactions and feedback.
• Identify and report recurring issues and user feedback for organizational improvements.
• Uphold the mission and values of the Institute of Knowledge in all communications.

Requirements

• Proven experience in a customer service or chat support role.
• Exceptional written communication skills in English, with impeccable grammar, spelling, and punctuation.
• Excellent typing speed and a high degree of accuracy.
• Ability to manage multiple conversations simultaneously while maintaining high-quality support.
• Strong problem-solving abilities and a patient, user-focused approach.
• Proficiency in using helpdesk software and CRM systems.
• A reliable high-speed internet connection and a quiet, dedicated workspace.
• Experience working within an educational or non-profit organisation is highly desirable.
• Familiarity with the Muslim community and Islamic educational frameworks is a significant advantage.

Skills

• Customer service
• Chat support
• Written communication
• Typing
• Problem-solving
• Helpdesk software proficiency
• CRM systems proficiency

Location

• Remote

Work Type

• Full-Time
• Remote

Experience Level

• Dependent on experience

Salary/Compensations

• $30 - $40 USD per hour

Benefits

• Competitive hourly wage
• Flexibility and convenience of a fully remote role
• Opportunity to be part of a mission-driven organisation making a positive impact
• Supportive and collaborative team environment focused on personal and spiritual growth

About the Company

• The Institute of Knowledge (IOK) is committed to fostering a finer future through high-quality programming.