Executive, Customer Service (11-Month Contract)

About the role

This 11‑month contract role as an Executive in the CET Academy’s Customer Experience Team involves handling enquiries from prospective learners and supporting them through the application process. You will work in a fast‑paced call‑centre environment, ensuring a high level of service and contributing to lead conversion.

Key responsibilities

• Respond to incoming phone and email enquiries from prospective learners, providing accurate information and friendly support.
• Follow up on outstanding issues and ensure timely resolution in line with service level agreements.
• Assist in converting leads by guiding potential learners through the enquiry and application stages.
• Support the implementation and consistency of customer service procedures.
• Monitor customer feedback, escalating recurring issues or service gaps to supervisors.
• Collaborate with team members and other departments to ensure smooth communication and problem‑solving.
• Maintain records of interactions and produce monthly reports on calls and emails received.
• Participate in training to build product knowledge and familiarity with contact‑centre systems.
• Help meet call‑centre KPIs and contribute to a positive customer experience.

Required profile

• Strong telecommunications and customer‑service abilities.
• Passion for delivering customer‑centric service.
• Ability to answer questions and resolve issues efficiently via phone or email.
• Meticulous, independent and able to manage workload.
• Previous experience in a customer‑service or call‑centre environment is an advantage.
• Fluent in English and proficient in an additional language.

Required skills