Customer Support Advocate Work From Home for Freshers at Preply - Apply Now

Job Description: Customer Support Advocate at Preply

About Preply At Preply, we’re dedicated to creating life-changing learning experiences. With over 90,000 tutors delivering more than 20 million lessons to learners in 175+ countries, we empower people to unlock their potential. We take a human-led, tech-enabled approach, helping learners craft personalized journeys and achieve meaningful progress.

Your Impact As a Customer Support Advocate, your role will be to guide and support users with their interactions on Preply, resolve any issues, and become a true Customer Advocate.

Why Join Our Customer Support Advocate?

  1. Be part of an international team of 100+ specialists across 8 teams, led by experienced managers from top companies like Booking and Uber.
  2. Enjoy flexibility with a monthly rotating schedule, including 9-hour shifts and an 11-hour gap between shifts.
  3. Benefit from thorough onboarding and ongoing training to ensure professional development.
  4. Work exclusively through written communication—no calls involved.
  5. Thrive in a dynamic, fast-paced environment with clear goals and KPIs.

Key Responsibilities for Customer Support Advocate

  • Provide excellent customer support through chats, emails, and social channels.
  • Resolve customer issues promptly and flag recurring problems to relevant teams.
  • Collect and track user feedback to improve the customer experience.
  • Collaborate with product teams to address customer concerns and share insights.

Customer Support Advocate Qualifications

  • Experience in live chat-based customer support.
  • Fluency in English.
  • Strong technical and analytical skills.
  • Proactive problem-solving abilities and an empathetic, customer-centric mindset.
  • Excellent written and verbal communication skills.
  • Ability to work in teams and prioritize tasks effectively.
  • Computer with i5 or i7 processor, 16GB RAM, 256 GB SSD, and an internet connection of at least 30 Mbps.

Customer Support Advocate

What Preply Offers

  • Collaborative and diverse company culture.
  • Monthly allowance for lessons on Preply.com, a Learning & Development budget, and time off for personal growth.
  • Competitive financial package with equity and leave allowance.
  • Opportunities to make a global impact in language learning and teaching.

Preply’s Principles

  • Care to change the world
  • We do it for learners
  • Keep perfecting
  • Now is the time
  • Disciplined execution
  • Dive deep
  • Growth mindset
  • Raise the bar
  • Challenge, disagree, and commit
  • One Preply

Diversity, Equity, and Inclusion Preply is dedicated to fostering a diverse and inclusive environment. We value unique perspectives and ensure equal opportunities for all applicants regardless of background.

Interview Questions and Sample Answers for Customer Support Advocate

1. Can you describe a time when you resolved a challenging customer issue?

Answer: In my previous role, a customer faced repeated issues with a service they purchased. I carefully listened to their concerns, assured them of a resolution, and worked closely with the technical team to resolve the issue within 24 hours. I also followed up to ensure their satisfaction, turning a frustrated customer into a loyal one.

2. How do you handle multiple customer queries simultaneously?

Answer: I prioritize tasks based on urgency and complexity, using tools like ticketing systems to stay organized. I maintain clear and concise communication with customers, ensuring each receives timely updates.

3. Why do you want to work at Preply?

Answer: I admire Preply’s mission to create life-changing learning experiences and its emphasis on innovation and collaboration. I’m excited about the opportunity to contribute to a team that values diversity and customer-centric solutions.

4. How would you handle a customer who is upset due to a delay in resolving their issue?

Answer: I would empathize with the customer, acknowledge their frustration, and provide a clear timeline for resolution. I’d keep them updated throughout the process and ensure their concerns are prioritized.

5. What steps would you take if you noticed a recurring issue in customer complaints?

Answer: I’d document the issue, analyze the root cause, and escalate it to the appropriate team with detailed feedback. Additionally, I’d suggest possible improvements to prevent future occurrences.

6. How do you ensure clear communication in written support?

Answer: I use concise language, avoid jargon, and tailor responses to the customer’s level of understanding. I also proofread messages to ensure accuracy and professionalism.

7. How do you stay motivated in a fast-paced environment?

Answer: I focus on setting achievable goals, celebrate small wins, and maintain a growth mindset. Collaborating with my team and learning new skills also keeps me motivated.

8. What tools or software have you used for customer support?

Answer: I have experience using tools like Zendesk, Intercom, and Salesforce for managing customer queries and tracking issues effectively.

9. Describe your approach to collecting and utilizing customer feedback.

Answer: I actively listen to customers, document their feedback, and analyze patterns to identify areas for improvement. Sharing insights with relevant teams ensures feedback translates into actionable changes.

10. How do you balance empathy and efficiency in customer support?

Answer: I empathize with customers by actively listening and acknowledging their concerns while staying focused on resolving issues quickly and effectively. This approach ensures a positive experience without compromising efficiency.

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