The Swim Starter – Call Center

The Call Centre Executive plays a pivotal role in driving sales, engaging with customers, and ensuring a seamless experience for potential and existing customers. You will be responsible for both pre-sales and post-sales engagement, creating a welcoming environment for prospective clients while building long-term relationships that foster customer retention.

Key Responsibilities:

To Engage with prospective and existing customers via phone to:

· Convert leads into enrolled students

· Encourage current students to renew for additional terms

· Resolves objections and reinforce program value

· Deliver a personalized and human-first experience that builds long-term trust and commitment

Pre-Sales:

· Coordinate and arrange free trial swimming classes for potential customers.

· Engage with inquiries (via text, calls, and walk-ins) to provide information about classes and the benefits of swimming with The Swim Starter.

· Proactively follow up with leads to encourage attendance at trial classes.

Post-Sales:

· Follow up with customers after trial classes via text and calls, addressing queries and building rapport.

· Effectively convert trial attendees into paying customers by emphasizing the value of our swimming programs.

· Maintain accurate records of customer interactions and track conversions to ensure targets are met.

· Communicating with existing customers to garner feedback and understand their pain points, to encourage them to renew their subscriptions.

Requirements:

· Language Skills: Bilingual in English and Mandarin (to communicate effectively with a diverse client base).

· Customer-Centric Approach: Strong interpersonal and communication skills, with a natural ability to engage and build trust with customers.

· Persuasive and Influential: Confident in converting leads into paying customers through effective communication and relationship-building.

· Organized and Detail-Oriented: Ability to manage schedules, follow up on leads systematically, and maintain accurate customer records.

· Self-Motivated and Results-Driven: Proactive attitude with a focus on achieving enrolment and conversion targets.

· Team Player: Collaborative mindset, willing to work closely with other team members to ensure the smooth operation of trials and customer engagement.

· Empathy and Patience: Understand the needs of parents and children, addressing their concerns with care and professionalism.

· Adaptability: Comfortable working in a fast-paced environment and managing multiple tasks simultaneously.

· Tech-Savvy: Basic proficiency in CRM tools and Microsoft Office Suite (Word, Excel) or a willingness to learn.

· Reliability: Punctual and dependable, with a commitment to upholding the company’s values and mission.

Working Hours and Environment:

· Working Days: Friday-Tuesday (Wednesdays and Thursdays off).

· Working Hours: 11:00 AM - 8:00 PM.

Why Join Us?

· Salary: commission-based, paid per successful enrolment

· Contribute to a meaningful mission that prioritizes water safety and children’s education.

· Be part of a dynamic and growing team in an organization with over four decades of history.

· Opportunity for career growth and hybrid work flexibility after probation

Job Type: Part-time

Schedule: Weekend availability

Experience: Customer service: 2 years (Required)

Language: Fluent English and Mandarin (Required)

Work Location: In person

Job Type: Part-time

Pay: $800.00 - $1,500.00 per month

Schedule:

Available on Saturday and Sunday.

Experience:

Call Centre Experience/ Customer Service: 1 year

Work Location: In person