Customer Service Executive - Telephony

Customer Service Executive

As a Customer Service Executive, you will play a key role in providing high-quality support and driving the smooth progression of student applications with Study Group. You will be responsible for managing inbound and outbound calls with agents and students to resolve queries, encourage timely submission of documents and fees, and ensure applications move forward efficiently. In addition, you will manage queries and cases received via email, Salesforce tickets, and chat channels from agents, students, and internal teams, while maintaining accuracy, compliance, and timely resolution.

This role requires excellent communication skills, strong attention to detail, and the ability to manage multiple cases simultaneously. By combining effective relationship management, structured call handling, and efficient case resolution, you will contribute to stronger agent engagement, faster turnaround times, improved customer experience, and enhanced collaboration across internal teams.

About The Role

• Manage outbound/inbound calls for Study Group agents and students, and handle queries from agents, students, and internal teams via email, chat and Salesforce tickets, ensuring accuracy and quality in all responses.
• 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 3-5 years of Customer Service experience, with calling experience of at least 2 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.

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.

Study 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.