Customer Service Officer

About the role

The Customer Service Officer will be the first point of contact for prospective and current students, handling enquiries across multiple channels and ensuring a smooth enrolment and support experience.

Key responsibilities

• Respond promptly to enquiries via WhatsApp, phone, email and social media, providing accurate information on courses, fees and schedules.
• Follow up with prospects, convert enquiries into enrolments and assist students with registration, payments and onboarding.
• Maintain accurate records of enquiries, payments and follow‑ups, and prepare regular reports on conversions and complaints.
• Handle student complaints professionally, escalating issues when necessary and coordinating with tutors and academic teams.
• Monitor customer satisfaction, identify recurring issues and ensure timely updates to students.

Required profile

• 1–3 years of experience in customer service, client relations, front desk, sales support or a similar role.
• Excellent written and verbal communication skills and confidence communicating via WhatsApp, email and telephone.
• Highly organised, able to manage multiple enquiries and follow‑ups simultaneously.
• Patient, solution‑oriented and attentive to detail with strong administrative abilities.
• Interest in education, languages and technology.

Required skills

• Proficiency with Microsoft Office.
• Proficiency with Google Workspace.
• Experience using CRM or other customer‑management tools.