Client Relations Officer

GUS EDUCATION INDIA; Hyderabad; On-site; INR 300,000 - 450,000; Full time

Job summary

Global University Systems (GUS) India is seeking a client relations professional to manage the main switchboard for its group of brands. You will understand caller queries, route them to the appropriate department, and provide timely information to callers.

The role requires Graduation in any field, excellent verbal and written communication, and familiarity with CRM systems. You will work in a fast-paced, international inbound call environment, with opportunities to improve service quality.

Qualifications

• Graduation in any field.

Responsibilities

• Manage inbound calls for various brands of Global University Systems
• Understand reason for calls and service accordingly
• Transfer calls to concerned department/person
• Take call back request in situations where the call cannot be transferred to the concerned department/person
• Provide information that is available to the team which will help the caller
• Navigate various brand sites

Skills

Customer focus

Interpersonal skills

CRM familiarity

Verbal communication

Written communication

Decision making

Presentation skills

Multitasking

Education sector interest

Education

Graduation

Tools

CRM systems

Job description

Job Summary

The Client Relations Team handles the main switchboard of Global University Systems (GUS). The team receives calls for all of the schools/colleges/universities and is responsible in understanding the query of the caller and diverting the calls to the appropriate person/department.

They will require a thorough understanding of all brands under GUS and the student life cycle. Independence and initiative will be required to react to changing priorities and work circumstances, with scope to make decisions within clear parameters. They will typically set and monitor standards within their own work area, with scope for improving operational effectiveness and quality service through the application of process improvement.

Responsibilities

• Manage inbound calls for various brands of Global University Systems
• Understand reason for calls and service accordingly
• Transfer calls to concerned department/person
• Take call back request in situations where the call cannot be transferred to the concerned department/person
• Provide information that is available to the team which will help the caller
• Navigate various brand sites

Qualifications, Knowledge, Skills and Experience Required Qualifications/Education

• Graduation in any field

Knowledge/Skills

• Customer focused with excellent interpersonal skills to include professional credibility, relationship building, and influencing - customer comes first
• Familiarity with CRM systems and practices
• Excellent verbal and written communication
• Analysis and decision-making skills
• Excellent presentation skills and a high level of confidence
• Ability to multitask in a busy, highly pressured and fast-paced working environment
• An understanding of Higher / Further education and an interest in working in the education sector

Experience

• 2yrs experience in international inbound calls
• 1+yrs of customer service experience

The post holder may be asked to undertake different or additional duties in line with business requirements at the request of their line manager.

There is an expectation that all employees will maintain the values of the Group and will comply with the code of conduct as well as equality and diversity, health and safety and safeguarding policies.