We are looking for a Contact Center Agent for one of our clients

Main Responsibilities:

• Respond to all inbound queries and requests from customers via email, WhatsApp, social media, website and telephone
• Convert inbound enquiries into assessments or registrations.
• Generate customer interest in the services and products by communicating all special offers, promotions, new classes, new subjects and new branches to the customers.
• Make outbound calls to leads and requests from customers via email, WhatsApp, social media, website and telephone. Respond to all queries.
• Co-ordinate with the Front Desk of the branches to confirm which teachers can be booked for assessments. Plan the booking of lessons.
• Contact all leads and enquiries received, for the pre-opening of new branches.
• Provide customers with advice and recommendations on available courses and packages. Seize opportunities to upsell all services when they arise.

• Send an assessment confirmation WhatsApp to the prospective student immediately upon booking the assessment.
• Contact and follow-up with all leads that did not get converted to an assessment, did not show up for an assessment, cancelled an assessment or did not register after taking an assessment.
• Contact and follow-up with all customers who did not renew packages.
• Push to convert all leads to direct registration without doing an assessment in the branch.
• Co-ordinate with the HR, Recruitment and Education Departments to remain informed about teachers joining, teachers leaving, teachers annual leave, introduction of new subjects etc.

• Minimum two (2) years’ experience in a similar role.
• Previous experience in customer service and tele sales roles

• Must have previous sales and customer service experience. Excellent negotiation, communication (fluent English language ability both spoken and written) and interpersonal skills.
• Can work well under pressure. Has a high stress tolerance and resilience.
• Organized and able to prioritize workload.
• Be dedicated to providing world class customer service.

• Intermediate I.T. skills including MS Excel, MS Word, MS Outlook and MS PowerPoint.
• Self- motivated and able to work with minimal supervision.

• Approachable and positive attitude.
• Ability to multi-task, prioritize and manage time effectively.
• Professional and smart appearance always