Front Desk Agent

Role overview

Provide a welcoming first point of contact for prospective customers, students and families at a Melodica branch. Combine efficient lesson administration and customer care with proactive sales of lesson packages, renewals, instruments and related products.

Key responsibilities

• Welcome visitors, respond to enquiries and explain lesson programmes, package options and relevant products clearly.
• Convert enquiries and trials into enrolments through needs-based recommendations and timely follow-up.
• Manage lesson bookings, rebookings and approved cancellations; maintain accurate schedules and coordinate changes with teachers and customers.
• Monitor upcoming package expiry and follow up on renewals; identify appropriate additional lessons or products to support customer needs.
• Process purchases and payments using approved systems; maintain accurate transaction records and follow reconciliation procedures.
• Handle customer queries and initial complaints calmly; agree actions within authority and elevate unresolved issues promptly.
• Keep customer records current, provide clear shift handovers and track enquiries, renewals and outstanding actions.
• Maintain reception presentation and professional grooming standards; contribute to branch sales, retention and service targets.

Experience and qualifications

• Customer-facing experience involving sales and service, ideally selling memberships, education, leisure or other services.
• Experience handling bookings, customer enquiries and payments; comfortable using scheduling, CRM and point-of-sale systems.
• Strong spoken and written English with confident communication across diverse customer groups.
• Available to work six days out of seven on a shift rota, including weekends and evenings as scheduled.

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