Uphold and champion the Company’s Brand Guidelines and Customer Service Blueprint as the first point of contact for clients and leads. Manage phone lines on assigned duty days, handling inbound calls and messages from clients and leads. Provide professional, prompt, and friendly support to customers and staff via phone and text for matters such as: ○ Attendance and scheduling ○ Billing and payments ○ Technical assistance ○ Curriculum-related enquiries ○ Make-up classes and class transfers ○ General enquiries Guide leads through the appropriate sales funnel processes using digital forms and sign-up systems. Resolve the majority of client support tickets independently, escalating high-level issues to the supervisor when necessary. Use cloud-based Customer Relationship Management (CRM) and Learning Management Systems (LMS) to manage internal and external support requests from customers and staff. Prepare, compile, and maintain accurate digital documentation for all classes and students. Perform administrative and data entry tasks with accuracy to ensure systems remain updated and reliable.
PRIMARY RESPONSIBILITIES: Lead Response & Qualification (60% of time): ● Respond to incoming leads during assigned coverage hours within 1-hour SLA ● Conduct lead qualification using established scripts and frameworks ● Book appointments for qualified leads with Senior Sales Manager ● Handle non-qualified leads with brochure distribution and information provision ● Maintain accurate CRM records for all lead interactions Outbound Development (20% of time): ● Execute outbound messaging campaigns to event-generated leads ● Follow structured outreach sequences for appointment generation ● Support lead nurturing campaigns and follow-up activities ● Assist with event lead follow-up and conversion activities Customer Service Support (20% of time): ● Support post-deposit customer service under Senior Sales Manager guidance ● Handle routine client inquiries about packages and preparation ● Assist with delivery coordination and operational handoffs ● Provide backup customer service during peak periods ACCOUNTABILITY METRICS: ● Lead response time: <1 hour during coverage (95% compliance) ● Qualification rate: 25-35% of incoming leads ● Appointment booking rate: 75% of qualified leads ● Call activity: Minimum 40 outbound calls per shift ● Customer service quality: >4.3/5 rating