Customer Service Executive

Primary Purpose

Be the representative/front face of the organization to the existing / potential parents thereby enabling the organization in retaining the existing and expanding its new parents base to meet its envisioned growth.

Parent Relationship Management:

• Ensure all parents are aptly welcomed and comfortably seated.
• Effectively address/resolve parents enquiries across mediums i.e. in-person, over the phone, email, company website etc.
• Escalate all unresolved grievances of the parents to the Principal and Marketing Team at Vertex for prompt resolution ending with a parent delight
• Adroitly track all parents queries via organizational query traction mechanism like CRM etc.
• Generate parents delight by ensuring high responsiveness and closing the loop with parents on all issues and keep them updated/engaged during the process of resolution.
• Efficiently guide the parent on school systems and processes and ensure that the repository of updated information is always available.
• Ensure ambient and parent friendly environment of the front office area with assistance from the admin department.
• Facilitate the information of all elements pertaining to a child's life cycle in the school as well as post school activities, summer camps etc.

Sales and Marketing:

• Pre-sales: Efficiently manage the pre-sales process like; keeping a track on all leads whether from web, telephone, walk-ins etc. and participate in planning of activities like society camps or mall activities, pre-school tie ups, corporate tie ups, RWA and parent engagement activities.
• Should handle the entire sales process effectively for potential parents from first interface to closure, thus positively augmenting the conversions from walk-in to admissions.
• Contact potential parents, discuss their requirements, and present the VIBGYOR brand in order to commensurate the parent needs
• Should be an active team member in achieving the annual admission targets and objectives in line with the Organization Admission Target Plan
• Initiate and participate in the marketing initiatives to create brand awareness and promote the USPs like Summer Camps, Day Care, PSA activities etc.
• Efficiently maintain the upkeep of all the elements of the discovery room and inform the reporting manager for any support proactively.
• Conduct Campus tour for parents for enhanced experience.
• Ensuring First Time Right implementation of all processes and policies.

Administrative Responsibilities

• Must record all admission registration on Lead Management System/MIS tracker as per the Process guidelines
• Should be effective planner and organize the day to ensure all opportunities are maximized
• Should ensure that all audits are attended to, activities and tasks done proactively and quickly act on the audit reports for closure, if required.

Desired Qualification

Graduate/Post Graduate in any discipline preferably in Business Administration or Marketing

Experience

1-5yrs with prior sales work experience preferably in Education space