Senior Customer Service Representative

Ocean1 Private Limited is a well-established overseas education advisory firm based in Pakistan, committed to assisting students in accessing quality international education. The company specializes in connecting students with universities, colleges, and institutes worldwide that best suit their academic and career aspirations. 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 opportunities to dedicated and authentic-minded students.

The Senior Customer Service Representative role is a full-time, on-site position located in Lahore. This role plays a crucial part in managing inquiries from students and parents, providing accurate guidance on overseas education options, and ensuring timely communication regarding programs, admissions, and application procedures. The position demands a professional approach to customer interactions across multiple channels, including phone, email, and face-to-face meetings.

Key Responsibilities

- Manage and respond to student and parent inquiries through phone, email, and in-person communication, ensuring clarity and accuracy in information delivery.
- Provide expert guidance on international education programs, admission requirements, and application processes.
- Maintain detailed records of all interactions and follow up on prospective student leads to support the advisory and admissions teams.
- Resolve customer issues promptly and escalate complex cases to the appropriate departments when necessary.
- Mentor and support junior customer service staff to uphold high standards of service quality.
- Collaborate with internal teams to identify and implement process improvements aimed at enhancing overall customer satisfaction.

Required Qualifications

- Proven experience in customer-facing roles, particularly in customer service, with a strong emphasis on professionalism and empathy.
- Demonstrated skills in customer support and satisfaction, with a history of effectively resolving queries and maintaining positive client relationships.
- Experience in managing and improving customer experience within service-oriented or advisory environments.
- Excellent communication skills in English; proficiency in additional regional languages is considered an advantage.
- Ability to work on-site in Lahore and manage multiple responsibilities in a dynamic, fast-paced environment.
- Familiarity with common office software, CRM systems, and documentation standards.
- 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 preferred, as it adds valuable insight into student advisory processes.
- The role offers an opportunity to work with a reputable company recognized for its commitment to student success and international education pathways.
- Candidates will benefit from a collaborative work environment focused on professional growth and continuous improvement.

This position is ideal for individuals passionate about education and customer service, seeking to contribute to a trusted advisory firm that supports students in achieving their international academic goals.