About the Role:

We are looking for a warm, responsive and highly organized Enquiries & Bookings Coordinator to help parents enquire about, book and enroll their children in activity classes.

This is a customer support role with a light sales focus. You will manage WhatsApp enquiries, guide families toward suitable trial classes and provide thoughtful follow-up after each trial. Your goal is to make every interaction fast, easy and personal, while helping interested families take the next step toward enrollment.

You will work closely with the bookings and coaching teams, escalating scheduling issues, complaints and questions that require additional support.

Schedule:

• Primarily Monday to Friday, Hong Kong time (GMT+8). Working hours are flexible based on incoming enquiries, with immediate responses required during agreed coverage hours.
• Weekend availability: Weekend shifts form part of the role. Weekday and weekend coverage will be coordinated within the 40-hour working week.

Key Responsibilities:

• Respond to New Enquiries
• Monitor incoming WhatsApp enquiries through SleekFlow and respond immediately during agreed coverage hours.
• Ask relevant questions to understand each family’s needs, including the child’s age, preferred area and preferred class day.
• Follow up with parents who have not responded, using the agreed follow-up process.
• Keep communication friendly, clear and tailored to each family.
• Coordinate Trial Bookings
• Check class schedules and availability in Google Sheets.
• Match children to the appropriate age group and class, following program guidelines.
• Share booking links and confirm the venue, date, time and what families should expect.
• Escalate availability or timetable issues to the bookings lead.
• Follow Up After Trial Classes
• Send personalized follow-up messages using feedback provided by the coaching team.
• Invite parents to enroll and explain approved offers where applicable.
• Answer questions that may help parents make an informed decision.
• Only communicate discounts, offers and terms that have been approved by the team.
• Support Parents
• Answer questions about classes, venues, schedules, rebooking, parties, camps and program merchandise using approved information.
• Escalate complaints and any questions requiring input from a coach or manager.
• Ensure families receive clear next steps and timely updates.
• Maintain Records and Report on Progress
• Record and update every enquiry in Google Sheets, tracking it through to an outcome.
• Keep statuses accurate, including trial booked, enrolled, awaiting a reply or not proceeding, with reasons where available.
• Provide a weekly summary of enquiry volumes, response times, trial bookings, enrollments, common questions and points where families drop out of the booking or enrollment process.

Skills and Attributes:

• Strong written communication skills and a warm, professional approach to customer service.
• Ability to personalize messages rather than rely on generic, copy-and-paste responses.
• Strong organization, attention to detail and reliable follow-through.
• Confidence guiding customers through a booking process and following up without being pushy.
• Ability to manage multiple conversations while maintaining prompt response times.
• Confidence using Google Sheets and the ability to learn SleekFlow and related booking tools.
• Sound judgment when handling questions, communicating approved offers and escalating issues.
• Ability to work independently after training and collaborate with bookings, coaching and operations teams.
• Availability to work 40 hours per week on a flexible Hong Kong time schedule, primarily Monday to Friday, with weekend shifts as part of the role.
• Ability to adjust working hours around incoming enquiries and provide immediate responses during agreed coverage hours.

Communication Expectations:

Every parent should feel they are speaking with a real person who understands their family’s needs. Use names, refer to relevant details and incorporate coaching feedback where appropriate.

Saved text may be used as a starting point, but every message must be reviewed and personalized before sending. AI tools must not message parents directly.

Your First 90 Days:

Days 1–30: Learn and Build Confidence

• Learn the class timetable, age groups, venues, booking process and approved offers.
• Shadow the bookings lead during the first week, then progress to managing shifts independently, including weekends.
• Establish baseline response times and trial-to-enrollment conversion rates.

Days 31–60: Deliver Consistent Support

• Consistently provide immediate first responses to incoming enquiries during agreed coverage hours.
• Complete post-trial follow-ups and maintain accurate enquiry records.
• Submit weekly summaries without prompting.

Days 61–90: Improve Outcomes

• Work toward improving trial-to-enrollment conversion against the baseline.
• Identify opportunities to improve the booking and follow-up process based on parent feedback and results.

What Success Looks Like:

• Every new enquiry receives an immediate first response during agreed coverage hours.
• Agreed weekday, weekend and evening coverage is maintained in line with incoming enquiry demand.
• Every enquiry has an up-to-date status and is tracked through to a clear outcome.
• Parents receive accurate booking details and personalized follow-up.
• The team receives clear, reliable weekly reporting.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the Apply Now button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.