Customer Service Executive

Job Title: Customer Service Coordinator    ​

Location: Office Based Mumbai ​

Reporting to: Team Leader - Customer Service​

Employment: Full time / Permanent​

Shift Timing: This role requires flexible working hours, with shifts starting no earlier than 11:00 AM IST and ending by 10:30 PM IST, while maintaining a total of 9 working hours per business day. 

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The Primary Purpose of the role

The role involves delivering exceptional customer service, managing queries across multiple channels, and supporting Membership, Operations, and Education teams. Key tasks include handling bookings, maintaining records, assisting with training programs (e.g. NEBOSH, IOSH, IEMA) and contributing to projects. Strong communication, organizational, and multitasking skills are essential. Experience with Salesforce and Zendesk is preferred. This position plays a crucial role in ensuring smooth operations and customer satisfaction

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Brief Description of Tasks​

• Be a global brand ambassador in front-line support answering customers queries via email, chat, social media, and phone calls, wherever possible and transfer to relevant department if query cannot be dealt with
• Take ownership of customer requests and follow it through resolution 
• Facilitate and manage external bookings in the Learning Zone and Salesforce, liaising with customers and ensuring all details are registered in the system
• Administration for the awards and events. This includes (but not limited to) the following.
• Daily checks on the ISA dashboard for any online pending orders update the system accordingly
• Assist customers with the purchasing for any awards and events which may include raising opportunities and sending booking forms 
• Assist customer with the allocation of licences for ISA and Sword & Globe of Honour 
• Support the membership team, this includes (but not limited to) the following:
• Assisting with queries via email 
• Updating changes in contact names, addresses and packages
• Cancelling members and revoking permissions 
• Assist with engagement calls for new and existing members 
• Assist with membership reminder calls and emails
• For NEBOSH, IOSH and IEMA ensure all agreed processes and procedures are adhered to for training and digital learning.  This includes (but not limited to) the following.
• Answering queries via email/telephone 
• Raise opportunities for exams, re-sits, and certificates; send out booking forms and process on completion 
• Take payment details as necessary
• Process digital learning and distance learning exam requests
• Support the Ops, Digital and Education teams, this includes (but not limited to) the following.
• Sending JIs 
• Create and sending POs
• Contacting students for missing information
• Provide moodle access 
• Request replacement certificates 
• Support projects and campaigns 
• Assist in ensuring Departmental Procedures are kept up to date including videos, process documents and macros for Zendesk 
• Support the business objectives to drive positive company sales results
• Record and pass along feedback on BSCs product and services to appropriate teams within the organisation.

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Person Specification​

Skills & Qualifications​

Essential

• Excellent organisational and coordination skills, ability to prioritise, multi-task and meet deadlines
• Excellent listening, verbal and written communication skills
• Computer literate 
• High level of attention to detail
• Excellent time management skills and ability to prioritise

Desirable

• Salesforce experience and skills in using the CRM effectively
• Zendesk experience
• Experience taking customer calls and chats

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Experience​

• 2-5 years of experience working in customer service role.
• Understanding complex requests and responding within required deadlines
• Working in an environment where there is a need to assimilate information quickly
• Working in an environment where it is important to make decisions quickly
• Experience of working as part of a team but also independently
• Proven track record of being customer focussed with a can-do attitude
• Experience of working under pressure and to strict deadlines