Customer Service Executives

If you open for a flexible engagements, have the expertise and williness to demonstrate your mettle in training and consulting engagements, we are looking for you. Send your CV to info(at)skillcert(dot)in Customer Service Executives
Experience: 2 Years as CSE
Location : Trivandrum/ Work from Home
Freshers can also apply.We are looking for Customer service executives who can handle customer interactions, digital marketing, social media, convert leads to sales, manage course schedules. Goodoral and written communication skills in English. Knowledge of Hindi or any vernacular language.Flexible and willingness to learn.Role and ResponsibilitiesPlan for email campaigns and send emailers to existing customers from database for each city as per schedule using CRM solutions.Maintain leads received from IIBA website on CRM database or excel.Design / Modify specific email newsletters and send them through mail systems.Plan SMS Campaigns using the SMS platform for local class sessions.Track email opens from Sendy and send additional emails and brochures for those who have expressed interest.Follow up with them for enrollment, send payment links and arrange for calls with Directors for specific issues or where the discussion requires expertise.Maintain lists city wise, course delivery wise (Online, LVC, Classroom) and program wise.(ECBA, CCBA, CBAP) and create a sales funnel for subsequent batches. Automated CRM job.Maintain tracking of all leads received from email campaigns, phone calls, inward emails, SEO promotions.Transfer the leads to CRM system and manage them for onward management with Automated CRM system.Engage in chat with prospects over mobile when customer initiates a chat from website.Calling prospectus for enrollment with skill and tact for maximum enrollmentRigorously follow up each lead for Online, LVC and classroom for enrollment.Call International leads (US/Canada/UK/Australia /others) and follow up for sessions and enrollments.Fix Live virtual class schedules based on time zones (EST/PST/AST/GMT/GST/AEST/AWST).Coordinate with the digital marketing teams in SEO/SEM / Social media marketing for courses within the allocated budgets.Follow up with IT vendors for enhancements /bug fixes and testing of new software’s.Follow up and reply to all email queries received and send them brochure, program schedule and clarify questions they should enable them to enroll for the course.Follow up for enrollment and payments.Maintain confidentiality and avoid misuse of company database and resources.Monitor SEO/SEM/ SMM for effectiveness.Understand company products and services.Inform participants of session dates and venues.Arrange for support for trainers where sessions are held.Arrange to reschedule training session when minimum number of participants are not available.Counsel and advise participants on course options and suggestions and escalate when required.Performance oriented go getter in all assignments.Keep track of new developments in business analysis and job trends.Engage with retail participants and corporate HR executives for corporate batches.Qualifications and Education RequirementsGraduates or Postgraduates with a good communication skills, pleasing manners and interaction skills.Able to communicate in English and Hindi and other regional languages. Meticulous in following up and maintaining a schedule of activities. Self-motivated with minimum follow up and takes responsibilities.Ability to use MS office, emails, learner management system , CRM and Marketing automation susites and other office software’s.Willingness to learn new skills.Highest integrity and honesty in all interactions with superiors and customers.Should be willing to learn new skills and technologies.Right candidate can be offered work at home with office visit only for meeting.Laptop, phone and WIFI will be provided.The right candidate may also be offered an incentive apart from fixed pay.Candidate will be trained on all the activities. You only need to have a willingness to learn and adopt.No Cold canvasing is involved, we only follow customers who contact us.Minimum 2 to 3 years working in tele calling / Call Centers or Educational training institutes as counselors and able to follow up on national and international customers.Excellent English / Hindi and regional language communication skills, able to provide right guidance to participants on suitability of courses.Sharp focus on maintaining leads and able to convert them to customers.Meticulously maintain and follow up leads on a timely manner.Key result areas1.0 Leads to Sales1.1 Converting leads to sales.1.2 Responding to emails and phone calls to win.1.3 Updating CRM system for effective lead management.1.4 Conversion of leads for Online sales and Live virtual classes for India and global.1.5 Number of retail batches formed in a month for each course city wise.2.1 Follow up of corporate clients for appointments for sales calls.2.2 Send brochures and quotes for corporate clients.2.3 Maintain database of corporate customers.3.0 Support activities3.1 Update retail and global events on website.3.2 Create and send campaigns by email / sms/ whatsup/ city wise /Course wise.3.3 Create training calendar for each quarter.3.4 Any activities incidental to the above.
#J-18808-Ljbffr