Job Description

Job Overview:As a Customer Service Executive, you will be responsible for delivering exceptional support to Study Group's key stakeholders, including partner agents, students, and internal teams. You will manage queries and cases through Salesforce across tickets, emails, and chat channels, while also handling application processing tasks such as email reviews, change of agent requests, and refund cases with accuracy and compliance.About the Role:- Manage and respond to queries from agents, students, and internal sales teams via email, chat, and Salesforce ticketing/application systems.- Provide accurate and timely information regarding Study Group's products, services, policies, and processes. - Escalate complex or unresolved issues promptly to the Team Lead or relevant department while maintaining ownership until resolution. - Collaborate with cross-functional teams (Admissions, Sales, Finance, etc.) to ensure smooth case handling.- Meet daily/weekly productivity and SLA targets, ensuring consistency in service level agreement and quality delivery.- Identify recurring issues, share insights with leadership, and contribute to process improvements.About You:- Minimum 2 years of Customer Service experience, with at least 2 years in backend support (emails, chat, ticketing, application processing).- Strong written communication skills, with the ability to draft clear, concise, and professional responses.- Proficient in Microsoft Office tools (Outlook, Word, Excel) and experienced with CRM systems (Salesforce preferred).- Ability to manage high volumes of cases and processing tasks, prioritize effectively, and meet deadlines under pressure.- Strong analytical and problem-solving skills with a customer-first approach.- Experience working in a cross-cultural environment and collaborating with colleagues from diverse cultural backgrounds.- University Degree in any field is desired.- Flexibility to work in rotational shifts and week-offs as per business requirements. (ref:updazz.com)

Skills Required