Customer Service Specialist

3 days ago

Mumbai, India Sonal Holland Wine Academy Full time
About Us


Sonal Holland Academy is India’s foremost institution for wine, spirits, and beverage education. Founded by Sonal C Holland, India’s first and only Master of Wine, we are committed to delivering exceptional learning experiences and empowering individuals in their educational and professional journeys.


Role Overview


We are seeking a dedicated Customer Service Specialist to manage and enhance interactions with our students and prospects. The role involves ensuring a seamless experience for all customers, addressing queries, and resolving concerns promptly, while fostering a positive relationship with the Academy’s community.


Key Responsibilities


Customer Interaction:

  • Respond to inquiries from students and prospects via phone, email, and social media.
  • Provide detailed information about courses, certifications, and schedules.
  • Assist with enrollment processes and troubleshoot any issues.

Problem Resolution:

  • Address and resolve student concerns and complaints with professionalism and empathy.
  • Escalate complex issues to the appropriate departments when necessary.

Student Support:

  • Guide students through post-enrollment processes, including access to study materials and class schedules.
  • Ensure students have a smooth onboarding experience and are well-prepared for their courses.

Feedback Collection:

  • Gather feedback from students to identify areas for improvement in the Academy’s offerings and services.
  • Work with relevant teams to implement enhancements based on feedback.

Collaboration:

  • Coordinate with the operations and sales teams to address student needs effectively.
  • Stay updated on ongoing promotions, course updates, and events to provide accurate information to customers.

Reporting:

  • Maintain detailed logs of interactions and resolutions in the CRM system.
  • Prepare weekly and monthly reports on customer service performance and feedback.


Qualifications and Skills


  • Bachelor’s degree in any discipline.
  • 1–3 years of experience in customer service or client relations (experience in education or training sectors is a plus).
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and a customer-first mindset.
  • Proficiency in CRM tools and MS Office Suite.
  • Ability to multitask and remain organized in a fast-paced environment.


What We Offer


  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A supportive and collaborative work environment.
  • Be part of a prestigious institution transforming wine and spirits education in India.


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