We are looking for a dedicated individual, who has a passion for transforming his/her good customer service skills in achieving customer excellence in backend support for class admin operations. Will need to attend to any incoming inquiries for class schedule and to manage the coordination of lesson arrangements with the coaches and customers. The respective individual will be trained with in-house systems to carry out duties in managing the class admin area under the company guidelines and policies.
Job Description
- Attend to customer requests and inquiries via the phone and online messaging platform (WATI).
- Slot students into classes and answer customers' questions pertaining to the enrolment
- Explain various school policies and things to note for sign-up
- Take the initiative to look for possible slots of class and raise to coaches to create potential classes based on demand.
- Execute end-to-end coordination of lesson arrangement with the parents, students, and coaches.
- Manage makeup lesson requests from customers or assign duties of makeup lessons by branch and class admin management.
- Proactively monitor the balance of student lessons in a term and conduct renewal reminders as per company policies to the parents/students.
- Manage lesson cancellation communication with all parties.
- Work with branch operations staff and coach to resolve and manage relief coach arrangements.
- Conduct student transfer duties from private to group lessons or vice versa.
- Assist in returning students’ arrangement and lesson resumption.
- Coordinate with coaches on the progression of students and ensure the class-level information is being duly updated in the system.
- Other ad-hoc duties that are deemed appropriate within the role.
Key Responsibilities:
Inquiry Management: Promptly handle all incoming phone calls and digital inquiries with a professional and helpful demeanor.
Sales Conversion: Proactively explain our services to potential customers, answer questions about our offerings, and guide them through the sign-up or booking process.
Communication: Maintain high-quality communication standards to ensure customer satisfaction and brand loyalty.
Data Entry: Accurately record customer details and interaction summaries in our internal tracking system (e.g., Notion or your preferred CRM).
Problem Solving: Address customer concerns or complaints with patience and efficiency, escalating issues to management when necessary.
Information
• Work at Puchong IOI Boulevard Office.
• 5 days work per week (will be required to work on weekend).
Job Requirement
• Minimum qualification of Diploma and above, relevant field of certification.
• Have at least 1 year of customer service experience.
• Be committed with passion and dedication to customer service in a call center environment.
• Being people-oriented nature with good interpersonal skills in communication.
• Being resilient with patience in handling customers’ queries and complaints.
• Possessed strong PC skills with Microsoft Office knowledge, Google Sheets, e.g Word and Excel.
• Able to communicate in English, Mandarin & Malay
• Professional, punctual, and well-organized individual who will enact his/her responsibility for all the coordination.
• Good team player, and able to work as a team in communication and delivering the message internally and externally.
