Job Description

- 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. (ref:updazz.com)