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Study Group
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Customer Experience Executive Telephonic Support

Customer Experience Executive Telephonic Support

3 - 5 years

|

6 Lacs

Posted:1 day ago| Platform:

Apply

Skills Required

outbound quality standards compliance customer support customer service ms office customer experience executive slas crm salesforce

Work Mode

Work from Office

Job Type

Full Time

Job Description

ABOUT THE ROLE

Handle inbound and outbound calls with agents and students to resolve queries and support application progression
Manage cases and queries via email, chat, and Salesforce tickets from agents, students, and internal teams
Provide accurate information on Study Group products, services, and policies
Resolve customer issues and complaints professionally within defined SLAs
Assess applications in line with SLA targets and ensure timely, accurate correspondence
Collaborate with internal teams to resolve complex cases and escalate issues to the Team Lead when required
Meet daily and weekly call productivity and conversion targets while maintaining quality standards
Identify opportunities to improve customer service processes and efficiency

ABOUT YOU

3 to 5 years of customer service experience, including a minimum of 2 years in a contact centre, outbound calling, or target-driven role (EdTech experience preferred)
Strong verbal communication and influencing skills with the ability to build rapport over the phone
Excellent attention to detail and ability to manage multiple cases simultaneously
Proficient in Microsoft Office (Outlook, Word, Excel); CRM experience required (Salesforce preferred)
Strong problem-solving skills and customer-focused approach
Experience working in a cross-cultural environment
University degree in any discipline preferred
Willingness to work flexible shifts with rotational week-offs as per business needs

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