RemDesk
Company:
https://www.linkedin.com/company/remdesk
Seniority: Mid-Senior level
Industries: Technology, Information and Internet
Job details:
Hiring for a client!!
Customer Support Executive – EdTech
📍 Location: South Extension I, New Delhi
💼 Work Mode: On-site
🕐 Experience: 0–3 Years
💰Compensation: Rs. 25,000 - 30,000 per month in hand
📅 Working Days: Tuesday–Sunday
⏰ Working Hours: 10:00 AM – 7:00 PM
💼 Employment Type: Full-Time
About the Client
Our client is a premium career counselling and global university admissions advisory firm with over 25 years of experience. The organisation works with students and parents on career clarity, profile building, and admissions to leading universities across India and abroad.
Role Overview
We are looking for an enthusiastic, empathetic, and customer-focused Customer Support Executive to join our client’s team.
The role involves interacting with students and parents, understanding their requirements, addressing their queries, providing information about career counselling and education services, managing follow-ups, and ensuring a smooth customer experience.
The ideal candidate will have prior experience in EdTech, Education, Career Counselling, or Study Abroad. Candidates from an EdTech background will be preferred.
Job Roles & Responsibilities
Customer Support & Interaction
- Interact with prospective students and parents through phone calls and other communication channels.
- Understand customer requirements, concerns, and queries.
- Provide accurate information about the organisation’s career counselling, profile-building, and study-abroad services.
- Address basic customer queries and provide appropriate guidance.
- Build rapport with students and parents through professional and empathetic communication.
Query Resolution
- Understand and respond to customer queries in a timely manner.
- Identify queries that require support from the counselling team and ensure proper handover.
- Follow up on unresolved customer concerns until they are appropriately addressed.
- Ensure a positive experience throughout the inquiry and engagement process.
Customer Follow-ups
- Conduct regular and timely follow-ups with prospective students and parents.
- Keep customers informed about relevant next steps and counselling sessions.
- Track customer interactions and follow-up requirements.
- Ensure that no important customer inquiry or follow-up is missed.
Customer & Lead Management
- Maintain and update accurate customer and lead records.
- Record customer requirements, conversations, follow-ups, and status.
- Track customer progress through the inquiry journey.
- Coordinate with the counselling and operations teams to ensure smooth handovers.
Key KPIs
1. Customer Query Resolution
- Timely and accurate resolution of customer queries.
- Effective escalation of queries requiring expert assistance.
2. Follow-up Efficiency
- Consistent completion of assigned customer follow-ups.
- Timely communication with prospective students and parents.
- Minimal missed or delayed follow-ups.
3. Customer Experience
- Maintain a professional, empathetic, and helpful approach during every interaction.
- Build positive relationships with students and parents.
- Ensure a smooth customer journey from inquiry to counselling.
4. Data & CRM Management
- Maintain accurate and up-to-date customer and lead records.
- Ensure all relevant customer interactions and follow-ups are documented.
5. Counselling Appointment Support
- Effectively identify interested and relevant prospects.
- Guide suitable prospects toward booking counselling sessions.
- Ensure smooth handover of qualified prospects to the counselling team.
6. Team Coordination
- Ensure clear and timely communication of customer requirements to the relevant teams.
- Maintain effective coordination with the counselling and operations teams.
Candidate Requirements
- 0–3 years of experience in Customer Support, Customer Success, Telecalling, Student Counselling, or a similar customer-facing role.
- Candidates with prior experience in EdTech will be preferred.
- Candidates from Education, Career Counselling, Study Abroad, or other education-focused organisations will also be preferred.
- Strong communication skills in English and Hindi.
- Excellent listening and interpersonal skills.
- Strong customer-first and problem-solving approach.
- Comfortable interacting with students and parents over phone calls.
- Self-driven, proactive, and responsible.
- Ability to multitask and manage multiple customer interactions.
- Ability to learn quickly and work in a fast-paced environment.
- Freshers with excellent communication skills may also apply.
Who Would Be a Good Fit?
This role would be ideal for someone who has worked as a:
- Customer Support Executive – EdTech
- Customer Success Executive
- Student Support Executive
- Student Counsellor
- Education Counsellor
- Admission Counsellor
- Telecaller – EdTech
- Inside Sales / Customer Engagement Executive
Why Join?
- Work with an established organisation in the career counselling and education space.
- Gain exposure to students, parents, career counselling, and global university admissions.
- Develop strong customer relationship and communication skills.
- Work in a fast-paced, people-focused environment.
- Opportunity to grow within the EdTech/Education ecosystem.
Click on Apply to know more.
