Sr. Executive – Customer Support

About Medhavi Skills University

Medhavi Skills University (MSU) is a government-notified private skills university established under a State Act in Sikkim, dedicated to promoting quality skill education and entrepreneurship integrated with higher education. As a pioneering institution in the convergence of the skilling ecosystem with higher education, MSU aligns with the National Education Policy, 2020 (NEP Recognized by the UGC and established in 2021, MSU collaborates with industries and Skill Development Institutes to offer work-integrated courses, embedding on-the-job internships and training within the curriculum. MSU is a recognized Awarding Body under the National Council for Vocational Education & Training (NCVET) and is empaneled with the Directorate General of Training (DGT). As an anchor university partner with the National Skill Development Corporation (NSDC) and the Project Management Unit (PMU) of NSDC International, MSU is committed to preparing youth for the future workspace by co- working with industry partners to design and implement demand-driven programs.

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Role Overview:

The Customer Support Executive will be responsible for managing the university's central helpline number, handling inbound and outbound calls, responding to queries from prospective students, current students, parents, government officials, industry partners, and the general public. The role involves providing accurate information, resolving concerns, and ensuring prompt escalation to relevant departments when needed.

Key Responsibilities:

• Handle incoming calls through the university helpline number in a professional and courteous manner.
• Address queries related to:
• Admissions – program details, eligibility, application process, important dates, scholarships.
• Existing Students – academic schedules, examination details, results, grievances, certificates, etc.
• Collaborations – partner institutions, industry tie-ups, MoUs, internships, training programs.
• Government/Official Communication – responding or routing calls from regulatory bodies, departments, or officials.
• General Information – campus details, facilities, contact points, events, etc.
• Record all queries and complaints in the call log system accurately and maintain proper documentation.
• Coordinate with internal departments to route calls or follow up for query resolution.
• Provide timely callbacks or email responses when required.
• Escalate complex or unresolved issues to the concerned department promptly.
• Support mass communication activities such as broadcasting important notices or updates.
• Ensure adherence to university communication protocols and maintain confidentiality.
• Contribute to the continuous improvement of the customer service through feedback and suggestions.

Qualifications & Skills Required:

• Bachelor's degree in any discipline. (Preference for candidates with background in communication, administration, or customer service.)
• 1–3 years of experience in a customer support or front-desk role, preferably in the education sector or service industry.
• Excellent verbal communication skills in English and Hindi; knowledge of regional languages will be an added advantage.
• Strong listening skills, patience, and a customer-centric approach.
• Basic computer skills (MS Office, email, CRM tools).
• Ability to handle pressure and multitask efficiently.
• Professional and empathetic telephone etiquette.

What We Offer

• Being a key player in something potentially massive and world-changing
• Competitive salary and incentive structure, best in the industry.
• Opportunities for professional development and growth.
• A supportive and collaborative work environment.
• The chance to make a meaningful impact on the careers and lives of working professionals.

How to Apply

Interested candidates should submit a resume and cover letter detailing their qualifications and experience at at earliest possible.

Medhavi Skills University is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.