What are the responsibilities and job description for the Customer Experience Executive – Telephonic Support position at Study Group?
Contract Type: Full time, Permanent
Location: Noida
JOB OVERVIEW
Provide high-quality customer support to agents and students by managing inbound and outbound calls and resolving queries across phone, email, chat, and Salesforce. Support the timely progression of student applications by encouraging document and fee submission, ensuring data accuracy, compliance, and adherence to SLAs.
ABOUT THE ROLE- Handle inbound and outbound calls with agents and students to resolve queries and support application progression
- Manage cases and queries via email, chat, and Salesforce tickets from agents, students, and internal teams
- Provide accurate information on Study Group products, services, and policies
- Resolve customer issues and complaints professionally within defined SLAs
- Assess applications in line with SLA targets and ensure timely, accurate correspondence
- Collaborate with internal teams to resolve complex cases and escalate issues to the Team Lead when required
- Meet daily and weekly call productivity and conversion targets while maintaining quality standards
- Identify opportunities to improve customer service processes and efficiency
- 3–5 years of customer service experience, including a minimum of 2 years in a contact centre, outbound calling, or target-driven role (EdTech experience preferred)
- Strong verbal communication and influencing skills with the ability to build rapport over the phone
- Excellent attention to detail and ability to manage multiple cases simultaneously
- Proficient in Microsoft Office (Outlook, Word, Excel); CRM experience required (Salesforce preferred)
- Strong problem-solving skills and customer-focused approach
- Experience working in a cross-cultural environment
- University degree in any discipline preferred
- Willingness to work flexible shifts with rotational week-offs as per business needs
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.
ORGANISATIONAL COMPLIANCE
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. Please see our Privacy Policy.