This position requires the candidate to work closely with the Director of Enrichment in the function of sales and marketing. This position will be responsible for end-to-end sales conversion from leads to enrolment by overseeing the enrolment process and meeting enrolment targets. Essentially this position will be required to build strong and trusting relationships with internal and external customers and internal departments.

Job Role & Responsibilities

1. Enrolment Management:
• Responsible for the end-to-end enrolment process, from leads to sign-ups.
• Accountable for meeting enrolment targets for both sign-ups and renewals.
• Assist prospective students and their families in understanding our programs and offerings.
• Coordinate with the customer service team, planning team and parents for trial classes for new students.
• Touch base with teaching staff after the trial class for student feedback to close sales.
• Follow up on leads and trials closely and in a timely manner to maintain high conversion.
• Acquire a strong knowledge of ongoing promotions to advise parents.

2. Customer Service:
• Provide outstanding customer service to students and parents, addressing inquiries, concerns, and feedback promptly and professionally.
• Serve as the primary point of contact for all customer-related inquiries, both in person and via phone and email.
• Maintain a welcoming and supportive atmosphere within the centres.
• Resolve customer complaints or issues effectively and efficiently.
• Retract withdrawals to maintain a high retention rate of students.
• Develop a great rapport with parents and children to build brand loyalty.
• Deliver a professional and high-quality service experience in customer engagement.
• Reception duties, answering phone and email enquiries as needed.
• Cover any absenteeism of the customer service team at all centres.

3. Marketing and Promotion:
• Assist in developing and implementing marketing strategies to attract new students.
• Participate in marketing events, fairs and open houses.

4. Administrative Duties:
• Manage Hubspot/Zendesk for all enquiries and provide prompt updates on leads and trials of all centres.
• Handle accurate billing and timely fee collection for new and existing students.
• Generate weekly and monthly reports on enrolment, leads and trials records, student database and customer feedback.

5. Team Collaboration:
• Collaborate with other team members, including teachers and HQ team, to ensure a seamless customer experience.
• Participate in regular staff meetings and training sessions.
• Perform any other duties and responsibilities as assigned by Management.

Qualifications:
• Bachelor’s degree in a related field (e.g., Business Administration, Education, Customer Service) or equivalent work experience.
• Previous experience in enrolment management, customer service, or a related field is preferred.
• Exceptional interpersonal and communication skills.
• Strong organisational skills with attention to detail.
• Proficiency in CRM systems and software.
• Ability to work independently and as part of a team.
• Strong problem-solving and conflict resolution skills.
• A commitment to providing outstanding customer service.
• Driven and high performer to meet sales targets.
• Being effectively bilingual would be a strong advantage.
• Required to work shift hours and on weekends.