Manage adult and young learner individual bookings, as well as group bookings for your region, through telephone and email within the agreed SLA period, ensuring that payment and visas (where appropriate) are received on time and all customer queries are answered promptly
Following up on sales leads to gauge level of interest and provide further information
Keep in regular contact with students and agents to drive retention, cross-sell or upsell additional services and prevent cancellation
Manage customer data and processes through CLASS, Salesforce and other systems
Resolve issues and complaints quickly to the satisfaction of the agent/customer, escalating where needed to the relevant line managers
Ensure that refunds arising from course curtailments are processed promptly and correctly
Support colleagues in the team and help them out with administrative tasks during a busy period and cover their work while they are away.
Update sales colleagues on issues which may affect the client relationship.
Support school personnel in the schools during the bookings process and with any other after care needed until the student leaves the school
Build knowledge of agents develop strong relationships with counsellors, to ensure that KLG is an clien’s first-choice provider across multiple school locations
Manage customer expectations and complaints, by acting as the primary contact responding to all enquiries and liaising where appropriate with internal departments.
Assist the manager in signing up/setting up new agents if required
Stay up to date with competitors and changes within the marketplace
Work towards departmental and regional revenue targets
Requirements
Bachelor’s degree is preferred.
Fluent Italian speaker is essential; strong English communication skills are also required.
Strong understanding of Italian culture, customer expectations, and the regional education market.
Previous experience in customer service, sales support, booking coordination, admissions, travel, education consultancy, or a similar administrative role is preferred.
Experience working with CRM systems, ideally Salesforce, is an advantage.
Strong communication, relationship-building, and complaint-resolution skills