Job Description

Key Responsibilities:
Greet existing and new clients in a kind and professional manner
Respond to all customer queries received via phone, email, WhatsApp, Facebook, Instagram and the company website in a timely and accurate way
Guide existing and new clients on The Energy Source's core services and packages and their respective pricing scheme
Make bookings for clients based on their various requirements and requests
Assist specialists in booking meetings, calls and feedback sessions etc. with clients
Crosscheck the availability of The Energy Source's specialists and book sessions through the online booking system
Ensure that all client details are up-to-date in the online booking system and that all legal documentation is completed prior to their first appointment e.g. General Terms & Conditions Form
Manage room availability and allocation for The Energy Source's specialists
Track and review packages for remaining sessions that are about to expire and consult specialists for potential renewals
Manage waitlists for each speciality, programme, or other services
Follow up with clients to ensure their queries and/or issues are resolved
Process payments and send confirmation details to customers
Work closely with Finance Team for invoice generation and billing queries
Manage any issues that may arise with bookings e.g. re-scheduling, cancellations, double-bookings
Sell and promote Initial Consultation services and where appropriate, brief specialists of potential/additional services or special packages that the client has shown interest in
Identify, filter and channel customer complaints received from all communication channels and social media platforms to respective leads for quick resolution
Provide timely resolution of customer queries whilst maintaining the highest quality of customer service
Identify and relay recurrent issues related to booking or customer satisfaction to the Operations Manager for quick resolution
Update internal systems and tools with information about discussions with clients, follow-ups and pending items
Take on and perform any other forms of responsibility and tasks handed over or delegated by the Operations Manager or Director

Key Competencies:
Minimum Bachelor's Degree or Diploma with 5-7 years working experience
Minimum 5-years' experience working within a child development facility or in the healthcare or education industry
Excellent verbal and written communication skills
Professional phone, email, messaging etiquette
Advanced Microsoft Office skills: Excel, Word, PowerPoint, Teams etc.
Experience as a Customer Support Specialist or similar role
Good planning and organisation skills
Team player with ability to work on own initiative
Attention to detail
Multi-tasking abilities
Quick learner
Eager to learn and able to work under tight deadlines
Flexible and able to adapt to a changing environment
See constructive feedback as an opportunity to improve
Passionate about children