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