We are looking for a proactive and customer-focused Customer Support & Sales Executive to join our Support Team. The candidate will be responsible for handling parent interactions, resolving queries, supporting the student/parent journey, driving renewals, and identifying opportunities for upselling or cross-selling relevant services.

The ideal candidate should have experience in both Customer Support and Sales, with strong communication, relationship-building, follow-up, and problem-solving skills.

Key Responsibilities

1.Renewal & Retention

- Proactively connect with existing parents regarding upcoming renewals.
- Explain renewal plans, fees, benefits, and applicable offers clearly.
- Follow up with parents to convert renewal opportunities.
- Maintain accurate records of renewal discussions and outcomes.
- Identify reasons for non-renewal and coordinate with the concerned teams to address them.
- Support customer retention by building strong relationships with existing parents

2. Sales and Parent Handling
- Handle parent interactions, queries, and concerns professionally and ensure timely resolution.
- Manage renewal conversations, follow-ups, and customer retention activities.
- Identify sales and upselling opportunities and explain relevant offerings to parents.
- Achieve assigned sales and renewal targets through effective communication and follow-up.

3. Sales & Upselling
- Identify opportunities for upselling and cross-selling relevant products/services.
- Explain suitable offerings based on the parent's/student's requirements.




- Follow up with interested parents and convert leads/opportunities.
- Achieve assigned sales, renewal, and conversion targets.
- Maintain a healthy sales pipeline and ensure timely follow-ups.

4. CRM & Documentation
- Maintain accurate customer information and interaction records in the CRM.
- Update call outcomes, follow-up dates, renewal status, and other relevant information.
- Ensure all customer cases and follow-ups are properly documented.
- Prepare regular reports related to calls, renewals, sales, and pending cases.

5. Internal Coordination
- Coordinate with Academic, Operations, Accounts, Admissions, and other teams wherever required.
- Escalate unresolved customer concerns to the appropriate team or manager.
- Follow up internally to ensure customer issues are resolved within the expected timeline.
- Communicate important customer feedback and recurring issues to the concerned teams.

Key Skills & Competencies
- Excellent verbal and written communication skills.
- Strong customer handling and relationship-management skills.
- Sales-oriented and target-driven approach.
- Good negotiation and convincing skills.
- Solid follow-up and conversion skills.
- Ability to handle difficult or dissatisfied customers professionally.
- Good problem-solving and decision-making abilities.
- Ability to multitask and manage multiple customer interactions.
- Basic proficiency in MS Office/Google Workspace and CRM tools.
- Good understanding of customer support and sales processes.
- Ability to work effectively in a fast-paced environment.

📌 Customer Support & Sales Executive (Gurugram)
🏢 Cyboard School
📍 Gurugram