About Orcas
Orcas is a live one-to-one tutoring platform operating in Egypt, the GCC, and the UK. Our mission is to personalize the learning experience for students from KG to university and beyond, helping them achieve their academic goals through high-quality, engaging tutoring.
Role Overview
We are seeking a proactive and organized Tutor Support Agent to ensure a smooth, supportive experience for all tutors on our platform. You will handle inquiries, resolve issues, and coordinate with internal teams to maintain high tutor satisfaction.
Location: Zamalek, Cairo
Compensation: Basic Salary + KPIs Bonus
Experience: 12 years in Customer Support / Customer Happiness
Language: Strong English (spoken & written)
Key Responsibilities
1. Tutor Issue Resolution
- Act as the main point of contact for tutors, responding to all inquiries with professionalism and empathy.
- Resolve issues promptly while ensuring high satisfaction and adherence to service-level expectations.
2. Managing All Incoming Support Channels
- Handle inquiries and issues through:
- IVR (phone support)
- Help Center tickets
- Social media messages
- WhatsApp conversations
- Ensure consistent communication quality and timely responses across all channels.
3. Cross-Department Coordination
- Serve as the bridge between tutors and internal teams, including:
- Finance for earnings, payout, and redemption inquiries
- Sales for package follow-ups and booking clarifications
- Operations / Product for platform-related issues or updates
- Track cases until fully resolved and keep tutors informed throughout the process.
4. Document Submission Follow-Up
- Ensure tutors submit required onboarding and compliance documents (e.g., Criminal Record Certificate, ID copies, certifications).
- Communicate clearly and follow up regularly until all documents are verified.
5. Outgoing Communication
- Handle all broadcast communication to tutors regarding:
- System updates or new platform features
- Policy or process changes
- Opportunities such as new students or peak season demand
- Deliver communication via email, WhatsApp, and phone calls when needed.
Qualifications
- 12 years in customer support or customer happiness roles.
- Excellent English (spoken and written).
- Strong communication, problem-solving, and organizational skills.
Ability to multitask across systems and channels with high attention to detail
