Company: Aureus Group Pte. Ltd
Position: Client Engagement Specialist
Location: Singapore
Compensation: $3000 /month
About Aureus Group Established in September 2013, Aureus Academy is Singapore’s leading music school, with over 18,000 students enrolled. Specializing in individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more, Aureus Academy caters to students of all ages and abilities.
About the Role Aureus Group is looking for skilled Client Engagement Specialists with exceptional go-getter and hustler type personalities to lead company sales as ambassadors of the brand and company. Individuals hired will utilize extensive product knowledge and exceptional customer service skills to promote the company’s music programs effectively, providing tailored recommendations to potential leads and customers, maintaining the company’s competitive and innovative edge.
Responsibilities
• Embody the brand and face of Aureus Academy, becoming the first touch point for all customers.
• Build chemistry with potential customers by using your knowledge to inform them on the best teacher and centre fit for them.
• Be the voice of the customer by continuously providing feedback on their concerns and needs.
• Proactively reach out to new leads maximizing engagement and conversion.
• Manage high-volume outbound calls to engage potential clients, drive trial bookings, and ensure consistent follow-up communications.
• Answer all incoming sales-related calls within 10 seconds to deliver prompt and responsive customer service.
• Apply strategic communication techniques to maintain a minimum 65% conversion rate from leads to trial bookings.
• Accurately log all interactions, including calls and follow-ups, in Salesforce to ensure comprehensive data management.
• Complete one follow-up call and one WhatsApp message for each new lead by the end of the business day.
• Provide detailed daily and weekly reports on call activities, trial bookings, and conversion rates.
• Maintain a high level of customer engagement and strive for positive client feedback to enhance the customer experience.
KPIs and Performance Targets
• Ensure all new leads are contacted within 5 minutes during working hours.
• Maintain an answer rate of 80% or higher for incoming sales calls, with a pickup time within 10 seconds.
• Achieve and sustain a 65% conversion rate from leads to trial bookings.
• Log 100% of all interactions in Salesforce, including calls and follow-ups.
• Complete follow-up communication for new leads by the end of each business day.
• Maintain high customer satisfaction and positive feedback from clients.
Hiring Criteria
• Strong verbal and written communication skills to engage confidently with diverse clients.
• Experience with CRM systems, particularly Salesforce.
• Excellent organizational skills to manage multiple leads and maintain accurate records.
• Proven sales and customer service skills to effectively drive trial bookings.
• Flexibility to adapt communication styles to different client needs.
• Ability to work both collaboratively within a team and independently to meet performance targets.
Why Join Us? Join a supportive team dedicated to innovation and continuous growth, benefit from training and career development opportunities, and contribute to work that inspires a lifelong love of music in students.