Overview
Would you like to help enrich the lives of learners around the world
RM India (RM Education Solutions India Private Limited)is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.
At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Visit us here to find out more: www.rmindia.co.in
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
We are looking for self-motivated and experienced candidates with excellent customer service & team leading skills to join our team. These roles will be based within the Customer Services Department, working with other business areas to resolve customer queries, including inbound calls and e-mails presented from all sources and across a number of skillsets within defined SLA's achieving all personal and team KPI's and targets.
- Lead a contact center that provides support to international customers via phone and email.
- Responsible for service and operational levels delivery.
- Support/mentor/coach team members and new joiners as required.
- Should be the SME for the team in communicating with customers/stakeholders.
- Consistent focus on optimizing processes & performance by driving continual improvement projects
Experience
Experience:
- 6+ years of overall industry experience preferably in the international Customer Service industry
- 3+ years of operations/people management experience
Mandatory Skillset
- A graduate of any academic discipline
- Exceptional written and verbal communication skills, with the ability to converse fluently with international clients.
- Good team and stakeholder management skills
- Knowledge of performance management and customer service metrics
- Willing to work from the office in UK shift hours
What's in it for you
At RM My Work Blend @RM provides office-based colleagues with multi location and hybrid working options to suit them. As well as your office base, you can spend a proportion of your time working at alternative locations, and with flexibility of hours, as appropriate to the role. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process. We expect how we make best use of hybrid working may continue to adapt as we adjust to our new ways of working.
As well as a competitive salary our core benefits package includes Group Health Insurance, Group Personal Accident, Group Term Life Insurance, Doctor consultation reimbursement, annually, Medical reimbursement, monthly/Qtry/Annual Rewards & Recognition program, Annual Salary Review & Bonus payouts, Children's Education Assistance Subsidy, Summer Vacation Scheme, Staff Children Engagement Programme, Knowledge Acquisition Subsidy, Transportation Subsidy, Birthday & Marriage gifts and Subsidized Technopark Club Membership. RM India also has a comprehensive Rewards & recognition program to recognize and reward employees. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [Confidential Information]
