Customer Experience Specialist

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🕒 February 6

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Training Resources Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Training Resources Group is an Australian, award-winning provider of high-quality vocational education and workplace training resources and technology solutions. Established in 2013 and with over 240 employees, TRG develops custom VET learning materials, assessments, and platforms (including LMS and student management systems) for RTOs and enterprises, and offers instructional design and compliance-focused services to support training providers. The company emphasizes quality, customer service, and continuous improvement in delivering scalable, technology-driven learning solutions.

📋 Description

• Respond to customer inquiries and resolve issues primarily via email using the ticketing system • Troubleshoot customer issues related to eSkilled’s LMS, SMS, and other software solutions, escalating to technical teams when necessary • Educate customers on product features, updates, and best practices • Assist customers with navigating eSkilled’s products • Collaborate with the Customer Success team to organize client-requested training or onboarding schedules • Gather and report customer feedback to enhance service quality and product offerings • Follow up with customers to ensure issues are resolved and satisfaction is maintained • Document client interactions and resolutions within the Helpdesk system • Support creation and updating of customer-facing documentation such as FAQs, user guides, and troubleshooting steps • Meet KPIs including service-level adherence, resolution time, CSAT, and quality evaluation scores

🎯 Requirements

• 2 years of work experience • Previous experience in customer support, preferably in the tech or education sector • Strong written communication skills for clearly conveying complex information via email • Proficiency with CRM software and ticketing systems • Familiarity with Learning Management Systems (LMS), Student Management Systems (SMS), and related technologies is a plus • Problem-solving mindset focused on excellent customer service • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment • Ability to work independently and as part of a team

🏖️ Benefits

• Permanent work-from-home • No weekend work • Fast career growth & development with our internal promotion • PHP 100,000 medical coverage for 2 dependents • Dental and optical benefits • Company-provided equipment • Virtual games, events, and lunch outs • No night shift • No rush hour travel