Customer Service Officer

Responsibilities:

Respond promptly and professionally to enquiries via WhatsApp, phone, email and social media. Provide accurate information about Lextorah’s courses, programmes, fees, schedules and services. Follow up with prospective students and convert enquiries into enrolments. Assist students with registration, payments, onboarding and course-related enquiries. Maintain accurate records of enquiries, students, payments and follow-ups. Handle student complaints and concerns professionally and escalate issues when necessary. Follow up with students regarding outstanding payments, missed classes, assessments and other relevant matters. Coordinate with tutors, administration and academic teams to resolve student issues. Ensure students receive timely updates and responses. Monitor customer satisfaction and identify recurring issues requiring management attention. Maintain excellent customer service standards and protect the reputation of the Lextorah brand. Prepare regular reports on enquiries, conversions, complaints and customer service activities.

Requirements:

Have 1–3 years' experience in customer service, client relations, front desk, sales support or a similar role. Have excellent written and verbal communication skills. Be confident communicating with customers professionally across WhatsApp, email and telephone. Be highly organised and able to manage multiple enquiries and follow-ups simultaneously. Be responsive, patient and solution-oriented. Have strong attention to detail and good administrative skills. Be comfortable using Microsoft Office/Google Workspace and CRM or customer-management tools. Be proactive and able to take ownership of customer issues until they are resolved. Have a strong understanding of confidentiality and professional conduct. Have an interest in education, languages and technology.

The successful candidate will be expected to maintain high standards of:

Response time Customer satisfaction Enquiry-to-enrolment conversion Follow-up and lead management Complaint resolution Accuracy of information provided Student retention and engagement Documentation and reporting