About the job:

Exsento is seeking a dedicated and friendly Customer Care Representative (CCR) to support our client’s swimming school operations. In this role, you will be responsible for assisting customers with inquiries related to class schedules, registration, pricing, and more. You will ensure smooth communication between customers and swim instructors, manage class bookings, and assist with any customer concerns regarding their swimming education experience.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries via phone, email, live chat, or social media platforms regarding product features, sizing, availability, pricing, and more.
• Retail: Maintain an in-depth knowledge of swimwear and aquatic products to offer accurate information and recommendations to customers.
• Issue Resolution: Investigate and resolve customer complaints or concerns in a professional, efficient, and courteous manner, aiming for customer satisfaction.
• Customer Service:
  • Inbound & Outbound Calls: Answer incoming calls promptly, addressing inquiries about class availability, pricing, and scheduling. Make outbound calls to follow up on leads or to reschedule clients as needed.
  • Session & Level Guidance: Provide detailed information on Seal Swim School’s sessions, levels, and progression pathways, guiding clients toward the most appropriate program based on their skill level and goals.

• Program Sales: Support the sales team by recommending upselling opportunities, seasonal promotions, and special offers to customers. Collaborate with management to meet or exceed sales targets and enrollment goals, providing regular updates on progress.
• Team Collaboration: Work closely with other customer service representatives, product managers, and the shipping team to resolve any order-related or product issues.

Qualifications:

• Education:
• Experience: Previous experience in customer service, preferably in retail, e-commerce, or the swimwear/aquatic industry.
• Product & Program Knowledge: Maintain an up-to-date understanding of all sessions, levels, and additional offerings to provide accurate recommendations.
• Communication Skills: Excellent verbal and written communication skills; ability to remain professional and polite in all customer interactions.
• Problem-Solving: Strong ability to handle challenging situations and resolve customer issues effectively.
• Team Player: Ability to work well within a team and contribute to a positive work environment.
• Team Player: Ability to work well within a team and contribute to a positive work environment.

Nice to have:

• Tech-Savvy: Show competency in using iClassPro for scheduling, registration, account management, and running basic data reports.

Soft Skills:

• Friendly, approachable, and passionate about delivering exceptional customer experiences.
• High attention to detail and a commitment to accuracy in all tasks.
• Strong organizational and time management skills, with the ability to handle multiple tasks simultaneously.

Benefits:

• Discounted Swim Classes.
• Employee discounts on swimwear and aquatic products.
• Opportunities for career growth and development.