Front Office Personnel / Customer Service Representative

Key Responsibilities:

Enquires And Information Management 

• Attend to all enquiries (walk-ins, calls, and online platforms e.g.: WhatsApp) promptly and professionally.
• Handle phone calls and messages from students, parents, and external stakeholders.
• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, payments, and registrations, or obtain details of complaints.
• Provide accurate information on:
• Available courses
• Academic programs
• Hostel facilities and accommodation arrangements
• Maintain a record of all enquiries and ensure proper follow-up where necessary.

Sales and Revenue Support

•  Facilitate the sale of:
• Admission forms
• School paraphernalia (e.g., uniforms, logbooks, etc.)
• Communicate and apply approved discounts or promotional offers where applicable.
• Ensure all sales transactions are properly documented and accounted for.

Student Registration

• Guide prospective and admitted students through the registration process.
• Take and enter student registration details accurately.
• Ensure all required documents and information are properly completed and submitted.
• Coordinate with relevant departments to confirm student enrollment and placement.
• Maintain accurate records of registered students.

Fees Management Support

• Provide information on:
• Registration Fees
• School Fees
• Hostel Fees
• Machine User Fees
• Internship Fees
• Direct students and clients on payment procedures and channels.
• Verify proof of payment and assist in confirming payments where necessary.
• Receive payment of fees from students and other customers, and ensure all payments are properly recorded, receipted, and accounted for.

Customer Relations and Complaint Management 

• Keep records of customer interactions or transactions, including details owalk-ins, enquiries, complaints, comments, feedback given, and actions taken.
• Address customer concerns promptly and professionally.
• Check to ensure that appropriate actions are taken to resolve customer issues.
• Refer unresolved customer grievances to designated departments for further investigation and follow-up.
• Analyze customer feedback and identify areas for improvement.
• Collaborate with management to develop strategies for improving customer satisfaction
• Review and suggest updates to customer service standards and procedures.

Visitor and Front Desk Management

• Receive and attend to all visitors in a professional manner, including:
• Government agencies and officials
• Individuals delivering or receiving official letters
• Staff visitors
• Persons with appointments with the Director
• Coordinate appointments effectively.
• Maintain a visitor log and ensure proper direction
• Maintain a visitor log and ensure proper direction to relevant offices.
• Ensure order and professionalism at the front desk at all times.

Reporting and Follow-Up

•  Submit daily reports on the designated WhatsApp platform, detailing activities, enquiries, follow-ups, and outcomes.
• Follow up on contacts shared by Management and the Marketing team and provide timely feedback on the WhatsApp platform.
• Prepare and submit monthly reports on customer service metrics, including response times, follow-ups, and resolution rates.

Collaboration and Support

• Collaborate with other departments to ensure seamless service delivery.
• Support Management in achieving enrollment and customer service targets.

General Responsibilities

• Maintain a high level of professionalism, courtesy, and confidentiality.
• Ensure the front office area is always neat, organized, and welcoming.
• Adhere strictly to Company policies, procedures, and communication protocols.
• Carry out any other duties assigned by Management.

Key Skills and Requirements

• Strong communication and interpersonal skills
• Good organizational and record-keeping ability
• Customer service orientation
• Basic administrative and computer skills
• Ability to multitask and work under pressure

NB: candidates Must reside in Spintex, Tema, or Ashaiman

Salary: Attractive