Customer Experience Advisor

ApplyBoard Inc; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

ApplyBoard Inc in Gurugram, India is seeking a Customer Experience Advisor to guide applicants through the admissions process with timely, accurate support. The role involves data-entry tasks, extracting details from documents, and ensuring data accuracy while coordinating with partner schools to resolve issues.

Ideal candidates have 1–3 years of customer service experience, strong communication skills, and proficiency with Google Sheets, Word, and Gmail.

Qualifications

• 1–3 years of customer service experience.
• Strong analytical abilities and high attention to detail.
• Excellent interpersonal, verbal and written communication skills.
• Proficiency with Google Sheets, Word and Gmail.

Responsibilities

• Assist applicants with program inquiries and requirements.
• Review documents for eligibility and accuracy.
• Submit applications and monitor progress with partner schools.
• Communicate outcomes empathetically and meet KPIs.
• Collaborate with product team when needed.

Skills

Customer service experience

Analytical abilities

Attention to detail

Interpersonal communication

Education

Associate's or Bachelor's degree preferred

Tools

Google Sheets

Microsoft Word

Gmail

Job description

ApplyBoard simplifies the study abroad application process by connecting international students, international student advisors, and educational institutions on one personalized platform. For more than a decade, ApplyBoard's team members have been dedicated to breaking down barriers to international education, while thriving at a company that invests in their career growth. Our six core values guide us in our mission to educate the world, and are the foundation of our company culture. As an organization built on diversity, our team members are representative of the students we support.The Opportunity:The Customer Experience Advisor will assist applicants/customers throughout the admissions process by providing timely, accurate, and empathetic support. Responsibilities include reviewing student documents for eligibility, submitting applications, and ensuring data accuracy. The role involves regular communication with partner schools and recruiters to resolve application issues and track progress. The specialist will be accountable for meeting individual and team KPIs, including response times, processing accuracy, and maintaining a high level of customer satisfaction.While the job role is titled \"Advisor,\" the tasks are primarily data-entry in nature - extracting details from documents and entering them into the system with precision. Ideally, the individual should have a basic understanding of technology and strong communication skills, as they may occasionally be required to liaise with the product team.What you’ll be doing everyday:Applicant Support & AdvisingAssist applicants with program inquiries and requirementsProvide advisement to students on alternative program options that meet their interests and educational backgroundsEmpathetically communicate application outcomes to our students, whether positive or negativeAction deferral-related processes and inquiriesAction refund-related processes and inquiriesAssist students in meeting enrollment conditions and resolve uncertainties post-offerPerform Road Runner and Submission RPA (Robotic Process Automation) manual tasks when requiredEnsure accurate and timely processing of applications using relevant systems and workflowsDocument & Eligibility ReviewReview student documents to ensure student eligibility for consideration across diverse educational backgroundsReview offer letters for student information consistency to ensure efficient application processing.School & Partner CollaborationWork with our partnership schools and recruiters to resolve application issues and submit quality applications on behalf of our studentsCommunicate with our partner school and assist students in meeting enrollment conditions and resolve any uncertainties.Communication & Process GuidanceClearly communicate and outline all school requirements and deadlines to the student once the offer letter has been received.Process Maintenance & ImprovementEnsure application processes are regularly updated to ensure the precision of process detailsCollaborate with schools and internal teams to resolve application issues and continuously improve workflows.Meeting Key Performance MetricsEnsure timely processing of applications, documents, and communications in alignment with established KPIs.Monitor personal performance to meet individual KPIs, including response time, accuracy, and customer satisfaction.What you bring to the table:An associate's or Bachelor's degree is an asset.1-3 years of customer service experience.Proficiency in proofreading/ editing text to ensure spelling and grammatical correctnessStrong analytical abilities, detail-oriented, and a high level of accuracyWorking knowledge of Google spreadsheets, Microsoft Word, and GmailAdept in researching and problem-solving capabilitiesSomeone who thrives in a collaborative, teamwork environmentAptitude for prioritizing tasks with an attention to detail to ensure information accuracyAbility to work in a flexible, fast-paced environment to meet multiple deadlines and adapt to new policies and proceduresAn ability to work cross-functionally to ensure application processing consistency and efficiencyExceptional problem-solving skills under ambiguous circumstances to ensure we provide the best outcome for our students while maintaining integrity with our partner relationshipsExcellent interpersonal skills and verbal and written communication skills.About ApplyBoardApplyBoard empowers students around the world to access international education. Our global team leverages cutting-edge technology to build innovative tools and share sector insights that support our network of international students and 1,500+ partner institutions. We've helped more than 1,300,000 students from over 180 countries with their study abroad journey so far, and we're just getting started.Ready to join us? We're grateful for your interest in joining the ApplyBoard team. However, only select applicants will be contacted for an interview.We may use artificial intelligence tools to support the hiring process, potentially while reviewing applications, analyzing resumes, or assessing applicant responses. These tools don't replace human judgment, and final hiring decisions are made by our team members. If you'd like more information about how your data is processed, please contact us.ApplyBoard welcomes applications from people with disabilities. Accommodations are available upon request for candidates in all aspects of the hiring and selection process.