Multilingual Customer Support Agent

About Trivium Education Services Pvt. Ltd.

Trivium Education Services Pvt. Ltd. is committed to delivering professional services and maintaining strong relationships with customers and clients. We value communication, integrity, teamwork, and continuous improvement. Our goal is to build a skilled and customer-focused team that provides reliable support and contributes to the company's continued growth.

Job Overview

Trivium Education Services Pvt. Ltd. is seeking a professional, enthusiastic, and customer-focused Multilingual Customer Support Agent to join our team. The successful candidate will assist customers in English and at least one additional language, respond to inquiries, resolve service-related issues, and provide accurate information about the company's products and services.

The ideal candidate will demonstrate excellent communication skills, cultural awareness, patience, and strong problem-solving abilities. This role requires the ability to manage customer interactions professionally, maintain accurate records, and deliver a consistently positive customer experience across different languages and communication channels.

Key Responsibilities

• Handle incoming customer calls and respond to inquiries professionally and efficiently.
• Communicate with customers in English and at least one additional language.
• Provide accurate information about company services, policies, procedures, and products.
• Identify customer needs and recommend appropriate solutions.
• Resolve complaints and service-related issues promptly while maintaining high customer service standards.
• Escalate complex inquiries to the appropriate department or supervisor when necessary.
• Maintain accurate records of customer interactions, transactions, complaints, and resolutions.
• Follow up on outstanding customer concerns to ensure satisfactory outcomes.
• Build positive customer relationships through active listening, empathy, and effective communication.
• Collaborate with colleagues and other departments to improve service delivery.
• Meet established performance targets, quality standards, and response-time requirements.
• Protect confidential customer and company information in accordance with company policies.
• Provide feedback on recurring customer concerns and recommend improvements to support service quality.
• Participate in training sessions and team meetings to maintain product knowledge and improve performance.

Requirements and Qualifications

• Fluency in English and at least one additional language, with strong verbal communication skills in both.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• A professional, patient, courteous, and customer-oriented attitude.
• Ability to manage multiple inquiries and work effectively in a fast-paced environment.
• Basic computer literacy and familiarity with email, internet applications, and digital communication tools.
• Good organisational and time-management skills.
• Ability to work independently and collaboratively within a team.
• Willingness to learn company procedures, services, and customer support systems.
• Previous experience in customer service, a call centre, or a similar role is preferred but not essential for entry-level candidates.

Preferred Qualifications

• Familiarity with customer relationship management (CRM) systems and call centre software.
• Experience handling difficult conversations and resolving complaints with empathy and professionalism.
• Experience supporting customers from diverse cultural and linguistic backgrounds.
• Strong written communication skills in the required languages.
• Previous experience in education services, client relations, or a related industry.

Essential Skills and Competencies

• Multilingual communication and customer engagement.
• Active listening and effective questioning.
• Customer complaint handling and conflict resolution.
• Critical thinking and problem-solving.
• Time management and task prioritisation.
• Attention to detail and accurate record keeping.
• Teamwork and cross-departmental collaboration.
• Adaptability and willingness to learn.
• Professionalism, confidentiality, and integrity.
• Ability to remain calm and courteous under pressure.

Salary and Compensation

Trivium Education Services Pvt. Ltd. aims to offer competitive hourly compensation based on the candidate's qualifications, language proficiency, relevant experience, job responsibilities, and work location.

The final hourly rate will be communicated during the recruitment process and confirmed in the employment offer. Additional compensation or performance incentives may be available where provided under company policy.

Benefits and Perks

Trivium Education Services Pvt. Ltd. aims to support employee well-being, financial security, professional development, and career growth. Benefits available to eligible employees may include the following, subject to company policy and the applicable employment location.

Compensation and Financial Benefits

• Competitive hourly pay.
• Performance-based bonuses and incentives, where offered.
• Overtime compensation in accordance with applicable law and company policy.
• Opportunities for salary reviews based on performance and business needs.
• Employee recognition and rewards for outstanding contributions.
• Retirement savings benefits, where available.
• A 401(k) retirement savings plan, including potential employer matching contributions for eligible US-based employees, if offered by the company.

Health and Wellness Benefits

• Medical insurance for eligible employees, where offered.
• Dental and vision insurance, where available.
• Life insurance and disability coverage, where included in the benefits package.
• Employee wellness initiatives.
• Access to employee assistance resources, where available.

Leave and Work-Life Balance

• Paid annual leave or vacation days, subject to eligibility.
• Sick leave in accordance with company policy and applicable law.
• Paid public holidays where provided.
• Eligible maternity, paternity, and parental leave.
• Bereavement leave, where applicable.
• Flexible scheduling where operationally feasible.
• Remote or hybrid work opportunities for eligible positions.
• A supportive working environment that promotes work-life balance.

Training and Career Development

• Role-specific onboarding and training, where provided.
• Continuous learning and professional development opportunities.
• Customer service and communication skills training.
• Opportunities to strengthen multilingual communication skills.
• Career progression into senior customer support, quality assurance, team leadership, or supervisory roles.
• Access to relevant workshops and learning resources, where available.
• Performance feedback and coaching to support professional growth.

Workplace and Employee Experience

• A professional, respectful, and collaborative working environment.
• Supportive team leadership and management.
• Employee recognition and appreciation initiatives.
• Team-building activities and employee engagement programmes, where offered.
• Access to the software, equipment, and tools required for the role, as determined by the work arrangement.
• Opportunities to share ideas and contribute to service improvement.
• An inclusive workplace that values different languages, cultures, and perspectives.

The specific benefits and eligibility requirements will be outlined in the company's employment policies and the successful candidate's formal offer of employment.

Working Conditions

The successful candidate will work in a customer support environment, assisting customers through phone calls and other communication channels designated by the company.

The role may involve handling multiple customer inquiries, working toward response-time and quality targets, documenting interactions, and coordinating with colleagues to resolve customer concerns.

Working hours, shift patterns, weekly schedules, location, and remote-work arrangements will be communicated during the recruitment process.

Performance Expectations

Performance may be evaluated using the following measures:

• Customer satisfaction and service quality ratings.
• Accuracy and professionalism of customer communications.
• Average response and resolution times.
• First-contact resolution rates.
• Effectiveness in handling complaints and escalations.
• Compliance with company procedures and confidentiality requirements.
• Attendance, punctuality, and reliability.
• Achievement of individual and team performance targets.

Ideal Candidate Profile

The ideal candidate is confident, empathetic, dependable, and passionate about helping people. They should be comfortable communicating in multiple languages, managing challenging customer interactions, and working collaboratively to deliver effective solutions.

We welcome candidates who demonstrate a positive attitude, strong interpersonal skills, a willingness to learn, and a commitment to representing the company professionally.

Application Instructions

Interested candidates should submit an updated CV or résumé through the designated recruitment platform or application channel.

Applicants should highlight their language proficiency, relevant customer service experience, educational qualifications, and communication skills.

The recruitment process may include an interview, a language proficiency assessment, and a customer service skills evaluation. Only shortlisted candidates will be contacted for the next stage.

Equal Employment Opportunity

Trivium Education Services Pvt. Ltd. is committed to fair and equitable recruitment practices. Applications will be assessed based on relevant qualifications, skills, experience, and suitability for the position in accordance with applicable employment laws.

Join Our Team

Join Trivium Education Services Pvt. Ltd. and become part of a team dedicated to delivering reliable, responsive, and high-quality customer support. We offer the opportunity to develop valuable professional skills, work with diverse customers, and contribute to a culture of service excellence.

Apply today to take the next step in your customer service career with Trivium Education Services Pvt. Ltd.