Customer Relations & Enrolment Support Officer

Job Description

As one of the first brand touchpoints, this role is vital to the organisation in creating wonderful first impressions. We are looking for someone with a cheery and positive disposition, who can turn disgruntled customers into five-star reviewers by handling issues efficiently and with empathy.

Reporting to the Enrolment Manager, you will help to build and retain relationships with both new and existing parents in a multichannel environment. By acting as the primary liaison between our parents and the organisation, you will work to resolve issues, gather feedback and enhance customer satisfaction and loyalty, thereby contributing to brand reputation and success.

Roles & Responsibilities

• Handle and follow-through day-to-day general enquiries from various channels, provide information and assistance whenever needed, and resolve feedback and complaints with professionalism and in a timely manner

• Ensure the delivery of high levels of customer service on every platform

• Develop a strong knowledge of the organisation's products and services, and provide/ promote to prospective customers

• Update and maintain the leads database efficiently and accurately

• Assist the Enrolment Manager and Advisors in administrative tasks and events to achieve team KPIs and targets

• Coordinate closely with internal and external stakeholders in the implementation of new policies and processes

• Submit monthly reports and data tabulations on enquiries and registrations

• Act as a brand guardian for online and offline communications

• Assist in ad-hoc administrative duties as assigned

Qualifications and Selection Criteria

• Minimum 2 years of working experience in a customer service role

• At least a Higher secondary/Pre-U/A level/College, Professional Certificate/NiTEC, Diploma, Advanced/Higher/Graduate Diploma, in any field

• Good command of the English Language, with the ability to converse in Mandarin with Chinese-speaking callers

• Responsible, proactive and able to work autonomously in a fast-paced environment

• Strong interpersonal and communication skills

• Meticulous, with keen attention to detail

• Prior knowledge and experience in the field of early childhood education would be an advantage