Customer Service & Operations Executive

About the Role

As a Customer Service Representative at Joy Waltz Academy, you will play a pivotal role in creating a harmonious and positive experience for our students and their families. Your responsibilities will span across various facets of customer interaction, from providing detailed information about our studio operations to resolving issues promptly and ensuring a seamless registration process. This role requires a blend of enthusiasm, effective communication, and a passion for delivering outstanding service in a music-centric environment.

What you’ll do
Customer Interaction:
Respond promptly and professionally to customer inquiries through whatsapp messages, email, and chat.
Cultivate positive relationships with customers, creating a customer-centric atmosphere.
Maintain a friendly, empathetic, and professional demeanor at all times to ensure positive interactions with customers.
Act as a trusted advisor by understanding customer needs and recommending appropriate solutions or products.
Provide accurate and detailed information regarding studio operations, including class schedules, fees, policies, and promotions.

Registration & Payment Collection:
Registration of customers, guide customers through the terms and conditions, ensuring a smooth and efficient onboarding experience.
Ensure that all payment invoices are set up and work with finance for prompt payment collection.
Assist with any technical issues related to registration and payment collection processes.

Lessons & Make Up Scheduling:
Coordinate and schedule lessons based on customer preferences, instructor availability, and studio resources.
Ensure accurate and efficient allocation of time slots, considering factors such as skill levels, class sizes, and room availability.

Issue Resolution:
Address and resolve customer concerns, complaints, or issues promptly and effectively.
Collaborate with other departments to resolve complex customer problems.
Ability to work with young children and communicate effectively with parents.

Sales, Promotions & Retention:
Identify sales opportunities during customer interactions and effectively communicate product features, benefits, and promotions to drive sales.
Inform customers about ongoing promotions, discounts, and additional services to enhance their studio experience.
Utilize persuasive selling techniques to promote products/services and maximize revenue opportunities.
Work closely with Teachers to effectively retain students at the academy

System & Database Management:
Ensure all customer accounts for services are all well set up and established
Maintain accurate and up-to-date customer records in the database.
Document customer interactions, feedback, and resolutions for future reference.

Collaboration with Studio Staff & Teachers:
Collaborate with studio managers, teachers, and other staff members to ensure cohesive and consistent customer service.
Communicate customer feedback to improve overall studio operations.

Training and Product Knowledge:
Stay informed about studio offerings, policies, and industry trends to provide accurate and relevant information to customers.
Participate in ongoing training sessions to enhance customer service skills, product knowledge and sales techniques.
Develop a deep understanding of company products or services, including their features, specifications, and value proposition.