Office Support Executive I Kolkata I 5 days working

Main Duties & Scope of the role

The Office Support Executive is an individual contributor role focused on engaging with prospective students through high-volume outbound calls and multi-channel communication, including email and WhatsApp. The role involves lead generation, CRM data accuracy, supporting student events, and maintaining up-to-date knowledge of destinations and offerings. It requires strong communication skills, attention to quality, and the flexibility to work in shifts.

Key Responsibilities

(Administrative Focus 50%)

• Reporting and Administrative Assistance Support day-to-day administrative functions and provide timely updates and reports to the concerned departments.
• Front Desk Management Attend incoming calls and professionally forward them to the appropriate departments.
• Appointment Scheduling Coordinate, schedule, and confirm meetings, appointments, and internal events as required.
• Visitor Handling Welcome visitors, manage their queries, and ensure they are directed appropriately with courtesy and professionalism.
• Mail and Document Handling Sort incoming mail, respond to inquiries, and manage tasks such as copying, scanning, and filing documents.
• Office Supplies Management Track inventory levels and order necessary supplies to maintain smooth office operations.
• Event Coordination Support Assist in organizing and executing university visits, exhibitions, SI-Global events, and seminars.

(Global Support Center - 50%)

• Outbound Calling & Lead Engagement: Handle high-volume outbound calling (minimum 200 calls per day) to connect with potential students, understand their interest areas, and generate qualified leads for further counseling.
• Database Management & Lead Ownership: Take full accountability for the assigned student database, ensuring consistent and effective communication across all leads to maximize engagement and conversions.
• Multi-Channel Communication: Utilize various communication channels including phone calls, emails, and WhatsApp to follow up with prospective students and provide timely information about StudyIns services and events.
• Lead Qualification & Transfer Process: Accurately qualify leads and follow the defined protocols for seamless handover to the counseling team, ensuring high-quality and conversion-ready leads.
• CRM Accuracy & Data Hygiene: Ensure accurate data entry and maintenance of student interactions, follow-ups, and status updates in the CRM system in real-time, adhering to quality and compliance standards.
• Event Support & Promotions: Assist in promotional calling campaigns for education fairs, seminars, and other marketing events to ensure maximum participation and awareness.
• Reporting & Documentation: Prepare and submit daily/weekly reports on call activity, lead status, and follow-up outcomes as per management requirements.
• Product Knowledge & Training: Regularly update your understanding of StudyIns program offerings, destinations (e.g., UK, Dubai, ANZ, USA,Canada), and admission processes to effectively communicate with prospective students.

About the Candidate (including required competencies)

• Work experience of 1-3 years in a BPO/Call Centre environment would be a plus
• Good command over English (Spoken & Written)
• Probing capabilities and quality work mindset
• Conviction & Confident
• Flexibility to work in shifts.
• Proficient in MS Office applications

Requirements & Qualification

Bachelors degree or above in any subject

Key Performance Indicators

• New Lead to MQL conversion
• Connectivity rate
• Call volume
• Call quality score
• Time to first attempt
• Touchpoint plan adherence
• CRM hygiene