Part Time Customer Service Admin

**Job Summary**:
The job role requires to communicate with the customers in terms of new leads and also with the current customers. The roles require the person to handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues their customers experience.

This would include to promote the program that we can cater to and ensure it suits their needs.Maintain Centre’s common areas in a neat, clean and orderly manner. Handle all enquiries and student registration online and offline. Prepare the Centre’s enrolment on a daily basis. Act in all respects according to the instructions and directions given to you by the Company through the Director’s.

Do all in your power to promote, always develop and extend the activities of the Company and in all respects conform to and comply with the proper and reasonable directions from the Director’s.

**Roles and Responsibilities**:
1. Manage large amounts of incoming phone calls and also replying messages to the current customers within the working hour.

2. Generate sales leads and to turn the leads to warm leads and closing the warms leads to revenue.

3. Identify and assess customers’ needs to achieve satisfaction

4. Build sustainable relationships and trust with customer accounts through open and interactive communication

5. Provide accurate, valid and complete information by using the right methods/tools when promoting the product that First Step Academy has put in place.

6. Meet personal/customer service team and call handling quotas

7. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up with the warm leads customers to ensure resolution.

8. Keep records of customer interactions, process customer accounts and file documents

9. Follow communication procedures, guidelines and policies

10. Take the extra mile to engage with the customers and to ensure that they feel comfortable in enrolling for the program.

11. To handle registrations, follow up on payments, make-up classes and other queries from parents. On inquires, the role is to manage to close the parents during the warm leads.

12. Responsible for driving sign-up rates for normal and holiday classes and keeping the attrition rate not more than 5% in a given month.

13. Review attendance sheet before every class to be aware of student’s name & instructor taking the class.

14. The admin role is to ensure building sheets & worksheets are sufficient for the instructors. To ensure that the printing of building sheets and other documents by the respective Centre’s. To do an audit on the building sheets on a weekly manner to ensure the smooth flow of the operations activity is carried out.

15. To arrange make-up classes, absentees and other logístical matters.

16. To ensure and Manage student database to track payment status and attendance.

17. Handling and maintaining proper records of enquiries or feedback received from students/parents. Upon resolving the feedback, Admin to communicate with the parent on the status of the feedback.

18. Attending to phone and walk-in enquiries and lock in into the KOMMO system for further action in the Dept within _24 hours. Trials arrangements to be schedule accordingly._
- 19. _Proper filing system to ensure smooth documentation and administration of the Centre.

20. Inventory of the components and equipment MUST be submitted a monthly report base on the actual numbers in the Centre. Submission of report to be provided by the 5th of every month.

21. Communicate with proper spoken and written English or Chinese.

22. To coordinate the progress report meeting and to ensure the students’ progress report is conducted between the Parents and Instructor base on the advice of the instructors.

**Job Type**: Part-time
Part-time hours: 25 per week

**Salary**: From $10.00 per hour

**Benefits**:

- Promotion to permanent employee

Schedule:

- Monday to Friday
- Weekend availability

**Experience**:

- Customer service: 1 year (required)

Willingness to travel:

- 100% (required)

Work Location: In person