Customer Service Executive
Noida, Uttar Pradesh, India
Full Time
Executive
Contract Type: Full time, Permanent
Location: Noida
JOB OVERVIEW
As a Customer Service Executive, you will be responsible for delivering exceptional support to Study Group’s key stakeholders, including partner agents, students, and internal teams. You will manage queries and cases through Salesforce across tickets, emails, and chat channels, while also handling application processing tasks such as email reviews, change of agent requests, and refund cases with accuracy and compliance.
ABOUT THE ROLE
- Manage and respond to queries from agents, students, and internal sales teams via email, chat, and Salesforce ticketing/application systems.
- Provide accurate and timely information regarding Study Group’s products, services, policies, and processes.
- Escalate complex or unresolved issues promptly to the Team Lead or relevant department while maintaining ownership until resolution.
- Collaborate with cross-functional teams (Admissions, Sales, Finance, etc.) to ensure smooth case handling.
- Meet daily/weekly productivity and SLA targets, ensuring consistency in service level agreement and quality delivery.
- Identify recurring issues, share insights with leadership, and contribute to process improvements.
- Minimum 3 years of Customer Service experience, with at least 2 years in backend support (emails, chat, ticketing, application processing).
- Strong written communication skills, with the ability to draft clear, concise, and professional responses.
- Proficient in Microsoft Office tools (Outlook, Word, Excel) and experienced with CRM systems (Salesforce preferred).
- Ability to manage high volumes of cases and processing tasks, prioritize effectively, and meet deadlines under pressure.
- Strong analytical and problem-solving skills with a customer-first approach.
- Experience working in a cross-cultural environment and collaborating with colleagues from diverse cultural backgrounds.
- University Degree in any field is desired.
- Flexibility to work in rotational shifts and week-offs as per business requirements.
ABOUT US
Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we are able to provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available.
ORGANISATIONAL COMPLIANCE
Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants, the following checks will be conducted- Criminal Background Check (country-specific), x2 References, ID and Right to Work checks as well as Education Verification.
We are proud to be an equal-opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy.
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