Customer Support Executive

2 weeks ago

Noida, Uttar Pradesh, India United Knowledge Education Consultants Full time ₹ 2,00,000 - ₹ 6,00,000 per year

About the Company:

At StudyIn, we believe that the right guidance has the power to change lives. As the worlds most trusted higher education specialist, we've helped over 1.3 million students access study opportunities since 2006, placing them at top universities across the UK, USA, Canada, Australia, New Zealand, Ireland, and Dubai. Our global team of 500+ professionals spans 40+ countries worldwide, offering expert counselling, admissions support, visa guidance, and university partnerships.

Main Duties & Scope of the role-

The Tele-consultant is an individual contributor role focused on engaging with prospective students through high-volume outbound calls and multi-channel communication, including email and WhatsApp. The role involves lead generation, CRM data accuracy, supporting student events, and maintaining up-to-date knowledge of destinations and offerings. It requires strong communication skills, attention to quality, and the flexibility to work in shifts.

Key Responsibilities -

  • Outbound Calling & Lead Engagement:

Handle high-volume outbound calling (minimum 200 calls per day) to connect with potential students, understand their interest areas, and generate qualified leads for further counselling.

  • Database Management & Lead Ownership:

Take full accountability for the assigned student database, ensuring consistent and effective communication across all leads to maximize engagement and conversions.

  • Multi-Channel Communication:

Utilize various communication channels including phone calls, emails, and WhatsApp to follow up with prospective students and provide timely information about StudyIn's services and events.

  • Lead Qualification & Transfer Process:

Accurately qualify leads and follow the defined protocols for seamless handover to the counselling team, ensuring high-quality and conversion-ready leads.

  • CRM Accuracy & Data Hygiene:

Ensure accurate data entry and maintenance of student interactions, follow-ups, and status updates in the CRM system in real-time, adhering to quality and compliance standards.

  • Event Support & Promotions:

Assist in promotional calling campaigns for education fairs, seminars, and other marketing events to ensure maximum participation and awareness.

  • Reporting & Documentation:

Prepare and submit daily/weekly reports on call activity, lead status, and follow-up outcomes as per management requirements.

  • Product Knowledge & Training:

Regularly update your understanding of StudyIn"s program offerings, destinations (e.g., UK, Dubai, ANZ, USA, Canada), and admission processes to effectively communicate with prospective students.

About the Candidate (including required competencies)

  • Good command over English (Spoken & Written)
  • Probing capabilities and quality work mindset
  • Conviction & Confident
  • Flexibility to work in shifts - Window of 9:00 am 8:00 pm (9 hrs x 5 days) with Sat/Sun or Sun/Mon offs
  • Proficient in MS Office applications

Requirements & Qualification

  • Bachelors degree or above in any subject
  • Work experience of 1-3 years in a BPO/Call Centre environment would be a plus.

Key Performance Indicators

  • New Lead to MQL conversion
  • Connectivity rate
  • Call volume
  • Call quality score
  • Time to first attempt
  • Touchpoint plan adherence
  • CRM hygiene

Interested candidates can share their updated CV

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