Senior Customer Service Executive

Study Group

  • Noida, Uttar Pradesh
  • Permanent
  • Full-time
  • 7 days ago
  • Apply easily
Contract Type: Full time, Permanent
Location: NoidaJOB OVERVIEWAs a Senior 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 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 3 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.
  • Rotational week-offs and flexible shifts will apply as per business requirements.
ABOUT USStudy 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 COMPLIANCEStudy 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 .Powered by JazzHR

Study Group