Front Desk Sales Officer

Understand and promote company services and products.
• Inform clients about new services and discounts.
• Achieve all pre-defined sales targets and KPIs within the set timelines.
• Promote and upsell all company services, instruments and products.
• Cross-sell services and products when appropriate.
• Ensure clients renew expiring packages and payment is collected before the last paid class of the existing package.
• Convert assessment students to regular students by selling services and products.
• Convince students to sign up for longer packages.

Customer Happiness:
• Greet, welcome and direct all visitors, customers and students, with a friendly smile, as soon as they arrive at the school.
• Greet customers, students and parents of students by their first name and offer assistance.
• Establish, develop and maintain positive business and customer relationships.
• Go above and beyond the customers’ expectations and extending help.
• Greet and welcome all colleagues as soon as they arrive at the school.
• Establish, develop and maintain positive working relationships.
• Ensure awareness and be well-versed with current school policies, promotions, newsletters and announcements, issued by Management, to be able to accurately assist the customer.
• Create and maintain a family-friendly environment.
• Make the customer feel at home.
• Manage all customer problems or complaints to the best of your ability.
• Show understanding and expedite the resolution of all customer problems and complaints to maximise satisfaction. If out with your control, escalate to the direct supervisor/line manager.
• Welcome walk-ins and answer questions about services and products.
• Determine customer needs, respond to all enquiries in a courteous manner, register students and schedule assessments for customers.
• Offer refreshments, if available, and initiative small talk with all customers who are waiting in the Front Desk area.
• Answer all calls whilst maintaining a polite, consistent phone manner using proper telephone etiquette.
• Screen and forward all incoming calls as required.
• Take messages and ensure all messages are passed to the appropriate employee on a timely basis.
• Ensure that all received messages, emails and missed calls (from landline, mobile and email) are replied to as soon as possible.
• Update the Calls/Messages Log.
• Ensure quality product knowledge is provided to the customer.
• Ensure the Front Desk area environment remains quiet, calm and welcoming as per the Front Desk Guidelines.
• Support management with all internal/external school events including examinations, open days, concerts etc.
• Ensure customers and students are informed of and comply with all school policies and procedures to manage customer and student expectations. For example, Registration Terms and Conditions.

Admin:
• Maintain all prospect and new and existing customer accounts by obtaining, recording and updating all customer personal and payment information using the CRM system. For example: Contact logs, student information etc.
• Use the CRM to schedule new and existing customers and students.
• Maximise teachers schedule and availability as per the scheduling policy.
• Inform the Head of Education when new teachers are required.
• Ensure student attendance is monitored.
• Make adjustments or cancellations to students’ schedules, as required and as per cancellation policy.
• Meet all customer feedback/review targets.
• Submit a report on target achievements.
• Ensure compliance with the assessment policy and procedure.
• Ensure all assessment documentation is completed and accurate.
• Manage all follow-ups. Ensure all follow-ups are documented and resolved in a timely manner.
• Send reminders to new and existing students, daily, for booked classes, assessments, payments etc.
• Distribute and collect any forms or paperwork for customer or employee completion.
• Ensure all forms and paperwork are completed accurately.
• Responsibility for the correct naming of files and documents in the OneDrive and that all files and documents are maintained in the correct folder.
• Complete the monthly Daily Time Record (DTR) for the HR Department.
• Ensure DTR is completed accurately against biometrics.
• Ensure all pending’s duties and tasks are documented on the CRM and/or are handed over to the relevant person for completion.
• Any other clerical duties such as filing, photocopying, transcribing and printing as requested by the Management.
• Obtain NOCs, work permits etc. for any school maintenance, external school events etc.
• Submit weekly videos and photographs for social media purposes.
• Prepare any weekly and monthly reports as required and submit as per the deadline.