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.

● 3–5 years of experience in appointment setting, telemarketing, lead generation, or a similar client-facing role
● Excellent spoken and written English communication skills 

● Can be used Google Sheets, Google Calendar, WhatsApp Messenger, Hubspot, Google Forms

● Comfortable speaking to decision-makers in a professional setting
● Strong listening and objection-handling abilities
● Highly organized and self-motivated with a results-oriented mindset
● Experience in using CRM software