Role Overview

We are hiring a Customer Support Executive to run our helpline number, handle day-to-day support operations, and make outbound calls to students, parents and prospects. You will be the first voice people hear from the school, so clear communication and quick,

accurate resolution matter.

Key Responsibilities

Helpline management

Answer inbound helpline calls and resolve queries on the first call wherever possible.

Log every call, query and complaint in the CRM or tracker with clear notes.

Escalate complex or sensitive cases to the right team and follow up until closure.

Keep the helpline staffed and responsive during working hours, including call-backs for

missed calls.

Basic operations

Respond to emails and messages on the support inbox within the agreed time.

Maintain and update FAQs, call scripts and query trackers.

Coordinate with academic, admissions and finance teams to close open queries.

Prepare daily and weekly reports on call volume,



query types and pending cases.

Outbound calling

Make outbound calls for follow-ups, reminders, feedback collection and enquiry

conversion.

Follow approved scripts while adapting to the person on the call.

Record call outcomes and next steps accurately after each call.

Meet daily calling targets and flag recurring issues to the manager.

Requirements :

13 years in customer support, a call centre, helpdesk or tele-calling (freshers with

robust communication skills may be considered).

Fluent spoken Hindi and English; a regional language is a plus.

Comfortable with CRM tools, Google Sheets or Excel, and email.

Polite, patient and transparent on the phone, including with upset callers.

Valuable to have

Experience with a dialer, IVR or ticketing tool.

Experience in education, admissions or

📌 Customer Support Executive Gurugram
🏢 Sunstone Education
📍 Gurugram