Call Center Agent

Role overview

Generate enrolments and renewals through proactive telephone outreach and effective customer follow-up. Work within an assigned outbound sales or retention portfolio, understanding customer needs and converting interest into appropriate lesson packages while meeting service and performance standards.

Key responsibilities

• Contact assigned leads or existing customers through approved channels; explain academy services, answer questions and recommend suitable packages.
• For sales portfolios, qualify enquiries, handle objections and arrange trials, appointments or enrolment handovers with branches.
• For retention portfolios, contact customers approaching renewal or considering cancellation; understand their concerns and agree practical next steps.
• Follow up consistently on open opportunities and agreed callbacks; maintain an accurate pipeline and clear next actions.
• Record conversations, customer preferences, outcomes and commitments accurately in the CRM or approved tracking system.
• Meet agreed activity, conversion, renewal and quality targets while observing service level agreements and communication standards.
• Coordinate with Front Desk and academy teams to resolve scheduling or service issues; elevate complaints beyond delegated authority.
• Use approved offers and pricing, protect customer information and provide feedback on recurring objections or reasons for withdrawal.

Experience and qualifications

• Experience in a contact centre with outbound sales, customer retention or renewals responsibilities.
• Experience working to KPIs, service level agreements and call-quality standards.
• Strong spoken and written English, with clear telephone communication; experience serving European or US customers is advantageous.
• Comfortable using CRM systems and working to scheduled contact-centre shifts

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