Job Description

LRDG Language Research Development Group

is a leading Canadian language learning platform, based in Montreal, offering a unique blend of tutoring expertise and online community support, for proven, fast results. We have been a recognized partner to the Canadian government for over 20 years and are now looking to grow and expand on what has made our business a success so far.

As a

Client Success Agent

, you will be a key point of contact for our clients, tutors, and learners, ensuring seamless onboarding, engagement, and ongoing support. Your role will be critical in driving learner success, optimizing client satisfaction, and fostering long-term relationships. You will leverage advanced tools and technologies to manage client interactions efficiently and contribute to process improvements that enhance the overall learner experience.

Key Responsibilities:

Learner Registration and Onboarding:

Facilitate learners' registration, schedule preliminary evaluations, collect necessary information, and set up learners' portal accounts according to client requirements before starting their training. Organize and facilitate information sessions for new clients as part of the onboarding process, targeting coordinators and learners specifically, based on client requests or suggestions from internal teams.

Technical and Administrative Support:

Provide comprehensive technical and administrative assistance to clients, including learners, tutors, and coordinators, on how to effectively use the LRDG system and portal.

Training and Education:

Conduct training sessions on the LRDG system for clients and provide internal training within and across departments.

Learner Engagement:

Implement strategies to motivate, support, and encourage inactive learners, ensuring a seamless learning experience and removing barriers to engagement.

Communication and Inquiry Management:

Monitor and route inquiries through shared inboxes and manage incoming calls to the appropriate channels.

Complaint Resolution and Policy Improvement:

Resolve complaints and prevent further issues by suggesting improvements to policies and procedures.

Customer Satisfaction and Monitoring:

Conduct customer satisfaction surveys, ensure diligent follow-up, and monitor the health and usage of contracts for assigned accounts, including service adoption and activity ratios.

Administrative Reporting:

Create and maintain detailed administrative reports.

Interdepartmental Communication:

Ensure fluid communication between departments from an operational standpoint.

Client Engagement:

Actively engage with clients and coordinators to maximize their investment in the program.

Client Satisfaction:

Prioritize client satisfaction alongside business objectives.

Facilitate Learner Progression and Continuity:

Coordinate and authorize the transition of learners from one module to the next and any additional tutoring hours by sending requests and obtaining necessary approvals from the learner's manager. Update learner course plans to reflect the manager's authorization for module advancements and additional tutoring hours. Plan and schedule end-of-module exams for learners and groups.

Skills and Qualifications:

College diploma (DEC/DEP) or equivalent education. 2-3 years of experience in customer success, client relations, or administrative support roles. Bilingual proficiency in French and English (oral and written). Strong problem-solving and analytical skills, with the ability to troubleshoot technical and administrative issues effectively. Proficiency in advanced productivity tools, including Microsoft Outlook and Excel. Experience using customer support and ticketing systems such as Zendesk or a similar customer relationship management (CRM) software. Exceptional interpersonal and communication skills, with a client-centric approach. Strong organizational abilities and keen attention to detail in a fast-paced, multitasking environment. Ability to handle sensitive financial and personal information with discretion.

What we offer:

3 weeks of vacation + 1 week of vacation during the holiday season Health benefits and RRSP plan from day one Flexibility - we offer flexible hours during the week Hybrid work environment--2 days in the office and 3 days working from home Company events throughout the year * Lively downtown office with coffee, snacks, and a gym!