Job Title:                     Customer Service and Customer Advisor

Location:                     Andheri, Mumbai

Department              ​   Customer Service & Sales

Reporting to:              Customer Service Manager

Employment:              Full / Part time, permanent

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Primary Job Purpose

We’re looking for someone who lives and breathes customer care but also has the drive to spot opportunities and help our business grow. In this role, you’ll blend empathy with energy, resolving customer queries with ownership and care while proactively turning enquiries into long-lasting relationships.

Your primary focus will be on Customer Service excellence: keeping customers at the heart of every decision, supporting them across multiple channels (email, phone, live chat, messaging, and social media), and going the extra mile to resolve issues. In addition, you will contribute to Sales & Business Development by responding to inbound leads, following up on opportunities, and maximising conversions through exceptional product knowledge and service.

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Brief Description of Tasks

Customer Service Excellence

• Keep customers at the heart of everything you do — taking full ownership of queries and ensuring timely resolutions across all channels.
• Manage inbound and outbound customer interactions via email, calls, live chat, and social media.
• Proactively reach out to other departments to resolve complex queries, ensuring no customer request is left unresolved.
• Manage bookings, registrations, and enquiries in our online training portal and CRM system.
• Provide administrative support for awards, events, memberships, and training programmes.
• Process training and exam requests for NEBOSH, IOSH, IEMA, and other qualifications.
• Support internal teams with purchase orders, granting LMS access, updating student records, and issuing replacement certificates
• Maintain up-to-date departmental procedures, process documents, and knowledge base content
• Record and share customer feedback with relevant teams to improve products and services

Sales & Business Development

• Respond to inbound sales enquiries and leads promptly, achieving individual monthly targets, service levels, and KPIs.
• Follow up on leads generated by sales initiatives and marketing campaigns within agreed timeframes.
• Maximise conversion rates using strong sales skills and in-depth product knowledge.
• Cross-sell and upsell to existing customers where opportunities arise.
• Support customers with digital training, public training, memberships, and related products.
• Collaborate with other teams to maximise overall revenue and refer leads where appropriate
• Maintain accurate customer records in the CRM system (Salesforce).
• Ensure all sales administration is completed accurately and on time.
• Manage sales enquiries through the ticket management system and close them

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Health and Safety

To always ensure one’s own health and safety and the health and safety of others (particularly the students). 

Person Specification

Essential

• Excellent verbal and written communication skills in English.
• Strong organisational, coordination, and time management abilities.
• Customer-focused mindset with proven ability to deliver high-quality service.
• Proficiency in Microsoft Office Suite.
• Experience with CRM systems (e.g., Salesforce) and ticketing tools (e.g., Zendesk).
• Resilient, adaptable, and target-driven approach.
• Ability to manage multiple tasks and deadlines effectively.

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Desirable

• Familiarity with health, safety, and environmental qualifications (e.g., NEBOSH, IOSH, IEMA). Experience in both B2B and B2C environments.
• Customer Service – Operations and Sales Support Page 3 of 4 • Knowledge of competitor products and market trends.
• Multi-language skills

Experience

Essential:

• Proven experience in customer service handling multi-channel communications.
• Experience taking ownership of customer queries through to resolution.
• Experience working towards and meeting KPIs and SLAs.
• Demonstrated ability to collaborate with cross-functional teams

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Desirable

• Inside sales or account management experience.
• Experience in training, education, or membership-based organisations.
• Prior exposure to international customer base

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Behaviour Competence

• Passion for putting customers first in every interaction.
• Ownership mindset — committed to resolving issues without passing responsibility.
• Collaborative team player with strong interpersonal skills.
• Problem-solving mindset and willingness to find creative solutions.
• Integrity, professionalism, and accountability in all actions.
• Ability to lead small projects or process improvements.
• Enthusiasm for continuous learning and development.
• Adaptability to changing priorities and business needs.
• Flexible in working hours & in hybrid work environment

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