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Customer Care Coordinator – Sales Support

Closing date for applications: 15 August 2017

Job Description

Study Group is looking to further expand the success of its Higher Education portfolio by recruiting a Customer Care Coordinator who will assist the sales team in the conversion of offers. The successful applicant will have deep experience of working in a highly pressurised and deadline-driven customer facing environment. Knowledge of global education systems and experience of working in the education industry are highly desirable.

The position will be based in New Delhi, India.

Key Responsibilities 

  • Liaising with Study Group's Partner Sales Managers, Products Manager, the agent network and Admissions to ensure high quality customer service.
  • Provide one consistent contact point for admissions enquiry and follow-up.
  • Contact and follow up with agents and students to ensure that the required documentation to complete applications are submitted in a timely manner.
  • Drive conversion rates by following up with agents and students on a regular basis.
  • Provide prompt and clear responses to drive growth.
  • Ability to solve problematic cases and achieve resolution within faster time-frame to align closer with agent service SLA.
  • Ability to break-through and reduce communication barrier between agents and Admissions team which will result in higher agent satisfaction rate.

Attributes

  • Knowledge of the education system and the admissions criteria
  • Customer-service orientated and consultative approach to selling
  • Strong positive attitude
  • Sensitivity to cultural and linguistic differences
  • Highly IT literate
  • Flexible with working hours
  • Comfortable in high pressure environments
  • Excellent presentation, communication and interpersonal skills
  • Strong organisational skills and demonstrated ability to meet deadlines and targets
  • Ability to work independently with minimal supervision and as part of a team

Selection Criteria

Desired Skills and Experience

  • Sales experience - B2B or B2C oriented
  • Experience with Salesforce.com or other CRMs

Organisational Compliance

The position holder must comply with Study Group policies and applicable laws including those in relation, but not limited to: Occupational Health and Safety; Anti-Discrimination and Harassment, Anti-Bribery and Corruption and those specifically relevant to the position and authority of the job holder.

Apply

Please send a CV to Yun Ju Lu, Customer Experience Manager.

Application deadline 15 August 2017