Senior Customer Service Executive - Mandarin Speaking

JOB OVERVIEW As a Senior Customer Service Executive, your primary responsibility is to contribute significantly to fostering a positive customer experience by engaging in effective telephone communication. You will be tasked with addressing inquiries from Study Group's customers, including agents and students, resolving issues, and furnishing information about our diverse range of products and services. Success in this role hinges on possessing superb communication skills, adept problem-solving abilities, and a dedicated commitment to delivering exceptional customer service. KEY RESPONSIBILITIES

• Manage inbound/outbound calls for Study Group agent and students, ensuring a high level of quality and accuracy in all responses provided.
• Provide accurate and timely information regarding Study Group's products, services, and policies.
• Resolve customer issues, complaints, and inquiries with professionalism and efficiency, ensuring that the stipulated service level agreements are met.
• Timely and clear escalation of any issues to the Customer Service Team Lead.
• Identifying opportunities to continually enhance the Customer Service function.
• Assess applications in line with Service Level Agreement (SLA) targets and send / respond to any correspondence in a timely and professional manner.

ABOUT YOU

• Experience working with Microsoft products (Outlook, Word, PowerPoint, and Excel).
• Experience working in multi-national companies with other cultures.
• Customer Support & Service experience.
• Excellent verbal communication skills and the ability to convey information clearly and effectively via telephone.
• Strong problem-solving skills and the ability to think on your feet.
• Exceptional interpersonal skills and a customer-centric mindset.
• University Degree in any field is desired.
• Mandarin and English Proficiency
• Minimum 1year contact center (voice Process) experience.
• Rotational Week off and shifts.

ABOUT US Study Group is a leading international education provider that is dedicated and passionate about helping students around the world, creating a brighter future and reaching their full potential. With university partnerships and a variety of face-to-face, online, and hybrid study programmes, we can provide students with the resources and guidance they need to succeed. Our global network of offices and university partnerships ensure that students receive the best educational services available. Additionally, our Insendi platform enables us to deliver innovative, accessible, and intuitive digital learning experiences with the most advanced digital tools available. ORGANISATIONAL COMPLIANCE Study Group is proud of its high standards in safeguarding and recognises its importance in enabling the best possible student experience and outcomes. For successful applicants the following checks will be conducted- Criminal Background Check (country specific), x2 References, ID and Right to Work checks as well as Education Verification. We are proud to be an equal opportunity employer and we strive to create a diverse and inclusive workplace. We are committed to providing equal opportunities for all individuals, regardless of race, gender, religion, nationality, or any other factor. We believe that the best person for the job should be selected based on skills and experience alone. Your information will be kept confidential and stored securely. Please see our Privacy Policy. We adopt a rolling recruitment process meaning that we review applications as they are submitted. To avoid disappointment, please ensure that you apply asap.