About Global University Systems (GUS)

Global University Systems (GUS) is an international education group that empowers students to transform their lives through education. We believe education drives careers, lives, and society forward, enabling a brighter future for all. Our network of 30 institutions offers the broadest range of industry-relevant skills through inclusive, accessible, and digital-first learning. We currently educate around 122,000 students on campuses worldwide and have 20M+ unique subscribers to our courses. Our global ecosystem powers accessible digital learning and academic achievement.

About the Role

The Customer Support Agent plays a pivotal role in resolving partner queries and ensuring a seamless experience through proactive outreach calls and professional email correspondence. The agent is expected to achieve accurate, first-time resolution, maintain disciplined follow-up, and close cases promptly while upholding high standards of documentation. Collaboration with internal teams is essential to remove obstacles, minimise rework, and guarantee partner satisfaction.

Key Responsibilities

Partner Query Resolution (Email & Outreach Calls)

· Address partner queries via email and outreach calls, emphasising accuracy, empathy, and clear communication regarding next steps.

· Diagnose issues, collect necessary information, and provide resolutions within stipulated timelines.

· Maintain rigorous follow-up to ensure pending actions are closed and queries are fully resolved.

· Manage multi-step cases requiring coordination and approvals, keeping partners regularly updated on progress.

Case / Ticket Management & Documentation

· Create, update, and close tickets/cases using CRM/ticketing systems (Salesforce preferred).

· Ensure correct categorisation, prioritisation, and comprehensive case notes detailing actions, outcomes, and next steps.

· Maintain attachments and email trails to support audit requirements and facilitate smooth handovers.

· Adhere to escalation protocols for priority and exceptional cases.

Quality, Compliance & Process Adherence

· Follow standard operating procedures (SOPs), policies, and approved communication templates or macros.

· Conduct necessary checks and validations before responding to partners to prevent misinformation or incorrect commitments.

· Participate in quality audits and calibrations, implementing feedback to enhance performance.

· Uphold confidentiality and responsibly handle sensitive partner data.

Collaboration & Rework Reduction

· Coordinate with internal stakeholders, including Sales, Operations, Finance, Compliance, Legal, and Tech/Product teams, to resolve partner cases efficiently.

· Share insights and highlight recurring issues, knowledge gaps, or process bottlenecks to reduce repeat queries.

· Contribute to process improvement by suggesting updates to templates, checklists, and providing root cause analysis.

Behavioural Expectations & Adaptability

· Demonstrate a strong ownership mindset, taking accountability for end-to-end closure of assigned cases.

· Adapt swiftly to changes in processes, policies, and tools, ensuring accurate application of updates.

· Maintain composure and a solution-oriented approach during high-volume periods or escalations.

· Be receptive to coaching and feedback, consistently striving for improvement.

· Uphold professionalism, integrity, and a partner-first attitude in all communications.

Success Measures (KPIs)

· Adherence to Service Level Agreements (SLA) and case closure productivity.

· Efficient turnaround time (TAT) and effective control of backlog and aging cases.

· Achievement of First Contact Resolution (FCR) and reduction in repeat contacts.

· High quality audit scores and documentation accuracy.

· Reduction in rework, including errors, incorrect tagging, and incomplete closures.

· Improved partner and stakeholder satisfaction and minimisation of escalations.

Experience & Skills

Core Skills

· Excellent written communication skills for professional email correspondence.

· Strong verbal communication skills for outreach calls and clarifications.

· Effective problem-solving abilities and keen attention to detail.

· Disciplined follow-up and robust time management capabilities.

· Proficiency in task prioritisation and workload management within a case-driven environment.

Tools & Systems

· Experience with CRM/ticketing tools (Salesforce preferred) for logging, tracking, and closing cases.

· Competence in MS Excel (basic to intermediate), including use of filters, sorting, and trackers (lookups preferred).

· Familiarity with operational metrics such as SLA, TAT, quality, and rework is advantageous.

Prerequisites (Education, Communication & Work Experience)

Education

· Bachelor’s degree in any stream (Business, Operations, Commerce preferred).

Communication

· Exceptional written English for clear, structured, and grammatically correct email drafting.

· Confident verbal communications for outreach calls and coordination with internal teams.

· Ability to compose detailed case notes, escalation summaries, and action updates.

Work Experience

· 1–3 years of experience in customer support or operations, preferably in B2B environments.

· Experience in email-based support, ticketing tools, and SLA-oriented workplaces is desirable.

· Exposure to partner/stakeholder communication and structured follow-up workflows is beneficial.

Preferred Qualifications

· Prior experience supporting B2B partners via email and calls.

· Track record of collaborating with multiple internal teams to resolve dependencies.

· Experience with documentation standards, quality audits, or process improvement initiatives.

Global University Systems equal opportunity employer. We provide equal opportunities and are committed to the principle of equality regardless of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status or disability.

The post holder may be asked to undertake different or additional duties in line with business requirements at the request of their line manager.

There is an expectation that all employees will maintain the values of the Group and will comply with the code of conduct as well as equality and diversity, health and safety and safeguarding policies.