Customer Service Executive

Contract type: Full time 

Location: Noida 

JOB OVERVIEW

The Customer Service Executive role is focused on providing support in processing and resolving all queries, requests, and complaints received from both Study Group’s external customers (primarily Agents) and internal customers. The successful applicant will have experience in working towards Service Level Agreements (SLAs) within a customer-facing role or in a Shared Service Centre (SSC) environment. Knowledge of global education systems and experience of working in the education industry is highly desirable.

The Customer service executive will endeavor to provide a resolution to each query, request, or complaint received at the first line. Wherever this is not possible, they will follow and administer the necessary processes required to obtain the necessary response, which they will then ensure is provided to the customer.

KEY RESPONSIBILITIES

• Provision of timely responses to all queries, complaints and requests received, ensuring that the stipulated service level agreements are met.
• Prioritisation of workload to ensure the most important items are worked on first.
• Liaison with both internal and external parties in clear and concise English and in a professional manner to build relationships and ensure quick resolution to any enquiries.
• Provision of a value-add service through developing an in-depth knowledge of multiple national education systems, Study Group’s product portfolio, educational institutions / course location and entry requirements.
• Timely and clear escalation of any issues to the Customer Service Team Lead/Manager.
• Ensuring a high level of quality and accuracy in all responses provided.
• Identifying opportunities to continually enhance the Customer Service function.
• Collaborating closely with fellow team members and Admissions colleagues to get all enquiries, tasks and projects completed within the stipulated timelines, whilst ensuring a high level of quality and service delivery.
• Assess applications in line with Service Level Agreement (SLA) targets and send / respond to any correspondence in a timely and professional manner
• Escalate any issues quickly to the Admissions Assessment Team Lead
• Assist Team Lead in day to day work delegation
• Train & provide product training to new comers
• Assist in running reports for management
• Lead/Co-lead in team meetings and disseminating information to the team
• Provide support to team lead/manager for case escalations & query management
• Provide support and information to Sales and Recruitment Teams to enable them to hit their targets
• Identify opportunities to continually enhance the admissions process and improve working practices

ABOUT YOU

• Minimum 1 year of Customer Support & Service Experience.
• Should have a graduate degree from a reputed University.
• Previous work experience within the education sector.
• Working in multi-national companies with other cultures.
• Working to meet deadlines within a customer facing / SSC capacity.
• Experience in working with Microsoft products (Outlook, Word, and Excel).

Requirements:

Able to work rotational shifts to accommodate time-zone differences.

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 can 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.

We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply asap.