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Senior Customer Service Executive - Telephony

5 years

0 Lacs

noida uttar pradesh india

Posted:1 day ago| Platform: Linkedin logo

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Skills Required

service resolve efficiency engagement word excel crm salesforce communication network learning compliance checks

Work Mode

On-site

Job Type

Full Time

Job Description


Contract Type:

Full time, Permanent

Location:

Noida

JOB OVERVIEW

As a Senior Customer Service Executive - Telephony, you will play a key role in driving the student application process at Study Group. You will proactively engage with partner agents through outbound and inbound calls to ensure timely submission of documents and fees, resolve queries, and facilitate smooth progression of applications. Additionally, you will handle inbound calls from both agents and students, delivering clear, accurate, and timely support.

ABOUT THE ROLE

  • Manage outbound/inbound calls for Study Group agents and students, ensuring a high level of quality and accuracy in all responses provided
  • Provide accurate and timely information regarding Study Group's products, services, and policies
  • Resolve customer issues, complaints, and inquiries with professionalism and efficiency, ensuring that the stipulated service level agreements are met
  • Collaborate with different teams to resolve complex cases, escalate issues promptly to the Team Lead, and ensure smooth case progression
  • Meet daily and weekly conversion and call productivity targets while ensuring high-quality, professional engagement in every interaction
  • Identifying opportunities to continually enhance the Customer Service function
  • Assess applications in line with Service Level Agreement (SLA) targets and send / respond to any correspondence in a timely and professional manner

ABOUT YOU

  • Minimum 5 years of Customer Service experience, with calling experience of at least 3 years in a contact centre, outbound calling, or customer service role (conversion or target-driven experience in EdTech is preferred)
  • Proficient in Microsoft Office tools (Outlook, Word, Excel) and comfortable using CRM systems (Salesforce experience desirable)
  • Experience working in a cross-cultural environment and collaborating with colleagues from diverse cultural backgrounds
  • Excellent verbal communication and influencing skills, with the ability to build rapport and encourage timely action over the phone
  • Strong problem-solving skills and the ability to think on your feet
  • Exceptional interpersonal skills and a customer-centric mindset
  • University Degree in any field is desired
  • Rotational week-offs and flexible shifts will apply 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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