Customer Service Coordinator

About the job

Location: MumbaiDepartment: Customer Service Make Every Customer Feel Valued And Every Interaction CountWere looking for a customer-centric professional who delivers exceptional service while confidently identifying opportunities to support business growth. This role blends empathy, ownership, and problem-solving with a strong commercial mindset ensuring every interaction creates value for both the customer and the business. About the RoleYou will be a key point of contact for customers, providing timely, accurate, and personalised support across multiple channels. Youll take full ownership of customer queries, working collaboratively with internal teams to deliver seamless resolutions. Alongside service excellence, you will respond to inbound enquiries, follow up on opportunities, and convert interest into long-term customer relationships through consultative selling and strong product knowledge.

Key Responsibilities

• Deliver outstanding customer support across email, phone, live chat, messaging platforms, and social media
• Take end-to-end ownership of customer queries, ensuring timely and effective resolution
• Manage bookings, registrations, and enquiries through the online training portal and CRM system
• Provide administrative support for training programmes, memberships, awards, and events
• Process training and examination requests for recognised qualifications (NEBOSH, IOSH, IEMA, etc.)
• Support internal teams with LMS access, purchase orders, student record updates, and certification requests
• Capture and share Voice of Customer insights to drive service and process improvements
• Respond promptly to inbound sales enquiries and follow up on leads to maximise conversion
• Identify cross-sell and up-sell opportunities and support customers across training and digital products
• Maintain accurate customer and sales records in Salesforce CRM
• Manage enquiries through ticket management systems and ensure accurate, timely administration

Skills & Experience

• 2-3 years of experience in Customer Service
• Excellent verbal and written communication skills in English
• Strong customer-first mindset with proven service delivery experience
• Ability to manage multiple priorities and meet KPIs and SLAs
• Experience using CRM systems (e.g., Salesforce) and ticketing tools
• Strong organisational, problem-solving, and collaboration skills
• Resilient, adaptable, and commercially awareDesirable: Experience in B2B/B2C environments, exposure to training or membership-based organisations, familiarity with Health & Safety qualifications, and multi-language skills.