Quacquarelli Symonds Hiring For Customer Service Executive at Bengaluru, Karnataka Full Time

QS Quacquarelli Symonds was founded in 1990 and has established itself as the leading global provider of specialist higher education analytics and solutions. At QS we want to ensure candidates have access to our independent insight-led services, so they can make the right choices for them, and for their future.

Our activities span 50 countries, working with over many of the world’s leading higher education institutions and employers. We’re famous for the QS World University Rankings, the world’s most popular source of comparative insight into university performance. It’s from our detailed research, and this depth of understanding of all things education, that we seek to show leadership and be a lifelong decision partner for students and institutions alike.

QS is a multi-cultural organization, with more than 25 languages spoken by our team members. We are known for our entrepreneurial spirit and actively encourage employees to initiate and develop ideas and share the rewards of our success. You should be comfortable with the challenges of a dynamic environment.

QS Quacquarelli Symonds is proud to be a fair and equal organization where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.

QS Enrolment Solutions (QSES) is an internationally established, market-leading provider of technology, marketing and managed services and solutions to higher education institutions in the UK, Europe, the US and Australia.

The Role

This is a client facing role and the Customer Service Executive works closely with university recruitment, admissions and marketing teams to execute operational activity flawlessly. Working alongside our internal teams, you will manage consistent, timely execution of project tasks, ensuring that QSES is seen as an extension of our partner institutions.

You will be expected to engage with clients via phone, email and in person to manage relationships with operational stakeholders and support the delivery of QSES services.

To be successful in this role you will have:
Exceptional customer service and communication skills

Ability to build, maintain and grow high performing working relationships

Outstanding attention to detail

The ability to learn quickly and a drive to develop and cultivate expertise

A positive, solutions-focused attitude and a sense of humour

The ability to work well under pressure and meet deadlines

The ability to own and deliver on projects from start to finish

An international outlook and an appreciation for diversity

The role is based in our Bangalore office. Client visits may be required at times within Europe.

Role Functions

Primary functions in supporting the Client Delivery function within the wider Client Success team:

• Engage with clients via phone, email and in person to manage relationships with operational stakeholders and support the delivery of QSES service
• Support the understanding of clients’ strategic direction and support its translation into operational delivery
• Support regular client engagement activities
• Balance exceptional client service with internal imperatives
• Create and maintain high performing relationships internally and externally
• Devise and communicate recommendations for operational improvements
• Gather and present relevant data and analytics to inform client decision making
• Contribute to discussions around industry issues
• Conduct and coordinate administrative tasks including marketing broadcasts and data processing

Essential skills/experience

Customer service experience (B2C or B2B)

Consistently strong client service ethos and relationship building skills

The ability to balance the multiple priorities simultaneously

Desire to learn variety of skills including influencing colleagues and client stakeholders

Interest in developing project management skills

Excellent attention to detail

Ability to manage and meet deadlines

Analytical skills

Strong communication skills

Right to live and work in India

Desirable skills/experience

Higher Education background

Knowledge of the international and domestic student journey in relation to UK Higher Education

Knowledge of digital and automated marketing

Task Overview:
Client Management

• Engage with stakeholders across Universities via phone, email and in person
• Support the organisation of and participation in client training and learning sessions
• Attendance at relevant industry conferences
• Support interpretation and presentation of data and QSES insight
• Provide proactive recommendations for prospect engagement campaigns
• Identify opportunities for improvement within client operational activity

Campaign Management

• Manage process flow documents and client facing administrative tasks
• Supervision and delivery of broadcast services
• Maintenance of chat platform and data capture (and new technologies as they emerge)
• Update and re-create web forms alongside the marketing team

Reconciliation

• Assist with administrative function and invoicing procedures
• Initiating communication and distribute reconciliation results

Reporting

• Create and deliver reports, including QSES client portal and other technologies
• Communicate areas of risk and opportunity to senior management team
• Identify opportunity for improvements

CRMS Maintenance

• Supporting Client Delivery team to ensure client reference data is accurate in CRMS
• Supervision of communications templates and content within CRMS

General Duties

Any other duties reasonably requested or needed to be successful in the role