Customer Service Executive - Malayalam OR Hindi

Company Description

Delta International Institute, also known as Delta Academy, is a KHDA-certified institution (an initiative of the Government of Dubai) specializing in financial market education. We provide expert mentorship focused on helping individuals generate consistent and sustainable passive income through structured trading education.

With a strong emphasis on ethical practices, research-driven learning, and personalized one-to-one mentorship, Delta Academy delivers high-quality online and offline training programs designed to simplify access to global financial markets and empower long-term success.

CUSTOMER SERVICE EXECUTIVE

Forex Customer Service Executive – English & Malayalam

Role Overview

We are looking for a driven and articulate Customer Service Executive who is fluent in both English and

Malayalam to join our growing Forex Customer Service Executive team. You will be the main point of

contact for prospective students, guiding them from after-sales through to upgrades. Your role is to

understand each prospect's financial goals, present the right program for them, and confidently close the

upgrade while building a long-term relationship with the student.

Key Responsibilities

1) Contact and engage English- and Malayalam or Hindi -speaking leads via calls and WhatsApp.

2) Understand prospect goals and recommend the most suitable forex program (Basic, Intermediate, or

Advanced Levels).

3) Conduct engaging product demos and one-on-one pitch sessions.

4) Handle objections confidently and guide prospects through the decision-making process.

5) Own the upgrade pipeline for all students handed over from the Sales team after MBT enrollment.

6) Conduct consultative sales conversations tailored to each student's profile and stage — from complete

beginners to experienced traders.

7) Maintain accurate, current records in the pipeline/follow-up tracker — stage, next follow-up date, and what the student actually said.

8) Prioritize course pipelines and treat overdue or same-day follow-ups as the first task of the day.

9) Provide accurate, current course and fee information; escalate any pricing uncertainty before quoting a

student.

10) Handle objections professionally using the standard objection-handling playbook.

11) Address student complaints promptly and with empathy; escalate unresolved or sensitive issues through the Team Captain to the Chief Mentor.

12) Coordinate with Mentors on class scheduling, student readiness, and session feedback.

13) Coordinate promptly with the LMS team to resolve enrollment or platform access issues.

14) Contribute to the team's monthly revenue target and maintain compliance with responsible-selling

standards at all times.

15) Close upgrades and ensure proper enrollment documentation is completed.

16) Follow up on pending and installment payments from enrolled students.

17) Maintain accurate daily records of calls, leads, follow-ups, and closings.

18) Participate in weekly team training, role-play sessions, and skill development activities.

Requirements

• Fluent in English and Malayalam OR Hindi — spoken and written (non-negotiable).
• Minimum 1–3 years of experience in sales, telecalling, or business development.
• Proven track record of meeting or exceeding sales targets.
• Strong communication, persuasion, and active listening skills.
• Basic interest in or knowledge of financial markets and forex trading is a strong plus.
• Proficient with WhatsApp Business, Google Sheets, and basic CRM tools.
• Positive attitude, high energy, and ability to handle rejection constructively.
• Team player who actively contributes to team culture and morale.