Customer Experience Representative at Total Child School

Role Overview

We are seeking a Customer Experience Representative (CER) to support enrolment growth and deliver exceptional customer experience to prospective and existing families. The role focuses on engaging parents, understanding their needs, and converting enquiries into successful student enrolments through a consultative and data-driven approach.

Key Responsibilities

• Drive student enrolment by meeting and exceeding monthly and termly conversion targets.
• Respond promptly to enquiries from families seeking admission into the school.
• Follow up on leads via phone calls, emails, and other approved communication channels.
• Use a consultative sales approach to understand family needs and recommend suitable solutions.
• Handle inbound and outbound calls while achieving set targets for talk time, call volume, and conversion rates.
• Work with approved sales scripts to guide prospective families through decision-making and enrolment processes.
• Suggest and create contents, and manage the social media channels of the school to drive awareness and enrolment.
• Manage and maintain accurate records using CRM tools such as Sales Cloud, HubSpot, and other systems.
• Build and manage a strong enrolment pipeline from prospect to successful closure.
• Proactively share market insights, feedback, and ideas to improve enrolment strategies and customer experience.
• Support lead generation initiatives and contribute to overall business growth.
• Perform other related duties as assigned.

Qualifications & Experience

• Bachelor’s degree (Master’s degree is an added advantage).
• Minimum of 2 years’ experience in sales, customer service, or enrolment-related roles.
• Strong interest in education and a customer-centric mindset.
• Strong understanding of Social Media management.
• Experience using CRM systems and Microsoft Office tools.
• Ability to work in a fast-paced, target-driven environment.

Skills & Competencies

• Excellent verbal, written, and phone communication skills.
• Strong interpersonal skills and ability to engage families professionally.
• Proven ability to multitask and manage high call and email volumes.
• Detail-oriented with strong organisational and time-management skills.
• Comfortable making 20–50 outbound calls daily with sustained phone talk time.
• Data-driven, proactive, and solution-focused.
• Enthusiastic about closing enrolments and delivering excellent service.

Behavioural Expectations

• Positive, professional, and results-oriented attitude.
• Acts with integrity, urgency, and accountability.
• Demonstrates flexibility, adaptability, and willingness to learn.
• Lives and promotes the values of the organisation.