Manage individual and group student bookings via phone and email within agreed SLAs.
Process student enrollments and ensure payments and visa documents (where applicable) are completed on time.
Follow up on sales leads and provide additional information to prospective students and agents.
Maintain regular communication with students and education agents to maximize retention and identify cross-selling or upselling opportunities.
Update and manage customer information using CRM systems such as Salesforce and CLASS.
Handle customer inquiries, complaints, and booking issues promptly, escalating when necessary.
Process refunds accurately for cancelled or shortened courses.
Coordinate with internal teams and overseas schools throughout the student's journey.
Build and maintain strong relationships with education agents and counselors.
Support the onboarding of new agents when required.
Stay informed about competitors and market trends.
Work towards departmental and regional revenue targets.
Provide administrative support to team members during busy periods and cover colleagues when needed.
Requirements
Fluent in German (spoken and written).
Passion for international education.
Strong cultural understanding of the German-speaking market.
Previous experience in customer service or an administrative support role, preferably in a corporate environment.
Ability to manage multiple tasks and work under pressure.
Excellent communication and relationship-building skills.
Computer proficiency and ability to work with CRM systems.
Strong organizational and problem-solving skills.