Customer Support & Sales Executive

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.


• Strong 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.