Customer Relations Specialist

Company Description Medcity International Academy (MIA) is a premier professional training and coaching institution headquartered in Kannur, Kerala, India, with multiple centers across Kerala and Karnataka. The academy is recognized as a leading provider of English language proficiency and professional assessment test training, with a strong focus on international exam success and global employability. MIA offers specialized preparatory programs for exams such as IELTS, OET, TOEFL, PTE, Duolingo English Test, CELPIP, and various nursing and healthcare assessments including NCLEX-RN and Prometric. Supported by experienced and globally certified trainers, MIA combines evidence-based teaching with digital tools, personalized coaching, language labs, and an app-based learning ecosystem. Its mission is to expand global opportunities for learners across healthcare, IT, engineering, hospitality, aviation, tourism, and communications through impactful education and strategic training.

Role Description The Customer Relations Specialist is a full-time, on-site role based at the Kochi center. This role is responsible for engaging with prospective and current learners, responding to inquiries, and guiding them through course offerings, enrollment processes, and support services. The specialist will manage walk-in, phone, and digital communications, maintain accurate records of interactions, and follow up to ensure timely resolution of issues and queries. Daily responsibilities include coordinating with academic and operations teams, gathering feedback, supporting retention initiatives, and promoting a positive learner experience aligned with MIA's service standards. The role also involves handling escalations professionally, contributing to customer satisfaction reports, and supporting outreach or information sessions as needed.

Qualifications

• Strong customer service and customer support skills, with the ability to handle diverse learner queries courteously and efficiently.
• Experience in customer retention and customer satisfaction initiatives, including follow-up, feedback collection, and relationship management.
• Excellent communication skills, both verbal and written, with the ability to explain services clearly and build rapport across cultures.
• Previous experience in education, training, or service-oriented industries is an advantage.
• Proficiency in basic computer applications and CRM or student management systems.
• Ability to work on-site in Kochi, manage multiple tasks, and maintain attention to detail.
• Diploma or bachelor's degree in any discipline; qualifications in business, communications, or customer relations are preferred.

Skills Required
Customer Support, Customer Retention, Relationship Management, Customer Service