Senior Customer Service Representative

Ocean1 Private Limited is a reputable overseas education advisory firm based in Pakistan, dedicated to assisting students in accessing quality international education. The company specializes in connecting students with universities, colleges, and institutes worldwide that best fit their academic and career goals. With partnerships spanning countries such as the USA, Canada, Germany, New Zealand, Australia, Poland, Portugal, the UK, Turkey, Malaysia, and China, Ocean1 offers a broad spectrum of study options to committed and authentic-minded students seeking opportunities abroad.

The Senior Customer Service Representative role is a full-time, on-site position located in Lahore. This role focuses on managing inquiries from students and parents, offering expert guidance on overseas education pathways, and ensuring the delivery of accurate and timely information regarding academic programs, admission requirements, and application procedures. The position demands a proactive approach to customer engagement and a commitment to maintaining high service standards.

Key Responsibilities
- Handle incoming queries via phone, email, and in-person interactions, providing clear and helpful responses.
- Resolve routine issues efficiently and escalate complex cases to the appropriate teams when necessary.
- Maintain detailed records of all customer interactions and follow up on potential leads to support the advisory and admissions teams.
- Support and mentor junior customer service staff to foster professional growth and improve team performance.
- Collaborate with internal teams to identify and implement process improvements aimed at enhancing overall customer satisfaction.
- Ensure consistent delivery of a positive customer experience aligned with company standards.

Required Qualifications
- Proven experience in customer-facing roles, particularly in customer service environments, demonstrating professionalism and empathy.
- Strong skills in customer support and satisfaction, with a history of effectively resolving queries and maintaining positive client relationships.
- Experience in managing and enhancing customer experience, ideally within service-oriented or advisory settings.
- Excellent communication skills in English; proficiency in additional regional languages is considered an asset.
- Ability to work on-site in Lahore and handle multiple tasks efficiently in a fast-paced environment.
- Familiarity with office software, CRM systems, and documentation best practices.
- Bachelor’s degree in a relevant discipline such as Business, Education, Communications, or equivalent practical experience.

Preferred Qualifications and Benefits
- Prior experience in education consultancy, counseling, or related fields is highly desirable.
- Opportunities to contribute to process improvements and team development within a dynamic advisory company.
- Exposure to a diverse international education market through collaboration with global partner institutions.

This role offers the chance to be part of a well-established advisory firm committed to guiding students toward successful international education journeys. Candidates who are motivated, detail-oriented, and passionate about customer service in the education sector will find this position rewarding and impactful.