Job Description

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\xe2\x80\x99s 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\xe2\x80\x99s 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

EXPERIENCE

• Minimum 1 year of Customer Support & Service Experience.
• 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

We are a global pathway provider in International Education, working collaboratively with a number of Top Tier Universities. Voted as the 2017, 2018 and 2020 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class UK education to talented students from across the globe.

ORGANISATIONAL COMPLAINCE

Study Group is committed to safeguarding and promoting the welfare of its students and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.

Study Group processes your information in line with data protection regulations. Please see our

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