Team Leader- Customer Experience

Customer Success · Noida, Uttar Pradesh
Department Customer Success
Employment Type Full-Time
Minimum Experience Manager/Supervisor

The Adventus Story 

The story started in 2018 when our founders  connected over a shared frustration with how broken the  international student recruitment market was. 

They identified a fundamental problem in the  international study market: There is no efficient, reliable  way for institutions, recruiters, and students to find and  transact with each other. 

Our Values are the heartbeat of our company and are  threaded through everything we do; 

  • Own It, Ship it 
  • Create the extraordinary 
  • Together 
  • Radical Transparency 
  • Be Human 

About the Customer Experience Team 

The team is responsible for supporting all  customer support enquiries for for both internal and external customers. 

What’s the opportunity? 

As Team Leader, Customer Experience, you will be assisting the  manager to lead the team in communication & planning  rosters and team values. Your role is to help lead the customer experience team’s performance, through daily tasks,  training and development, and onboarding of new team members.  

A day in the life of a Team Leader Customer Experience 

  • Help to field all incoming Customer Experience requests  via Case, Phone, Live Chat or Email 
  • Lead and Support the team during shift to meet  customer and team needs 
  • Use and assist team with Service desks requests for all  internal and external customers. 
  • Resolve and Escalate Support cases as required 
  • Maintain Service Records 
  • Answering product and service questions or moving  customer to team that can assist. 
  • Handling feedback and complaints from internal and  external teams 
  • Level 1 support for technical support team
  • Being agile and able to handle the ‘change management’  situations. 

Who are your key stakeholders? 

  • Leadership team 
  • Operations team 
  • Sales team 
  • Partnerships team  
  • Admissions and Compliance teams  
  • Marketing team 
  • All internal and external stakeholders of 

About You Qualifications, Knowledge, Skills & Abilities

  • 3-5  years’ work experience within the international student recruitment industry.
  • Strong knowledge of the regional, international education systems for the region.
  • Previous experience of handling international student application cases from start to completion.
  • Prior experiences team leader or in team management
  • Open to working a minimum of 8 hours per day, five days a week, between the hours of 8 a.m. and 8 p.m., as well as any reasonable additional hours that may be required to complete duties.

Customer Centric 

  • Demonstrated passion for delivering outstanding  customer service 
  • Demonstrates a thorough knowledge of our product to  provide effective customer service to customers 
  • Experience in Customer Service or Support 

Communication & Collaboration 

  • Excellent communication & listening skills with ability to  be persuasive  
  • Both written and verbal communication in English  required 
  • Building & Managing Relationships 
  • Proactively build productive internal and external  working relationships that are high in trust and  
  • influence positive outcomes 
  • Be a customer success advocate 

Managing Self 

  • A self starter with initiative to work autonomously but  also provide valuable contribution to the team 
  • Capability to achieve performance expectations and  taking accountability for delivering targets/KPIs 
  • Demonstrates a strong ‘can-do’ approach; and  investing time making a positive impact to the team Planning & Organizing  
  • Exceptional organizational skills, delivery quality  service on time, every time 
  • Is flexible and adaptable and respond quickly when  customer needs/ situations change 

Tech savvy 

  • Experience in Service Desk software and CRM  

What do you need to succeed? 

  • Inclusiveness and collaboration to cultivate  
  • relationships with internal stakeholders 
  • A strong identification with Adventus values
  • Healthy dose of optimism when faced with challenges 
  • Dedication to continuously improve and develop your  strengths & talents 
  • A desire to learn new technologies with a keen eye for  detail

Reports to: Snr./ Manager Customer Experience

Location: NOIDA, India  

Type: Permanent, Full Time

Thank You

Your application was submitted successfully.

  • Location
    Noida, Uttar Pradesh
  • Department
    Customer Success
  • Employment Type
  • Minimum Experience