Overview
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 Study Group
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.
