Lead Conversion Senior Specialist

Essential Duties and Responsibilities:

• Lead Conversion team contact the customer through phone calls or face to face to provide information about courses and its details.
• Lead Conversion team are responsible for contacting the prospect customers who are interested in our training through registration sheet on daily basis to ensure that contacting customers are usually happens on the same day of registration.
• Lead Conversion team are introducing themselves to the customers and offering to explain the training details.
• Lead Conversion team should use his/her selling skills to close the transaction with the customer.
• Lead Generation team contact the customer to suggest/advise the client of the solution that can be seen to address the customer need to decide which course suit them.
• Prospect customers’ conversion rate shouldn’t be less than 15% in all courses and training we provide.
• Lead Conversion team are responsible to send an SMS to old rounds registrations and prospects to inform them that new rounds are coming with dates and details.
• Lead Generation team are responsible for answering the phone calls during the working hours immediately and calling back all customers who missed their calls in non-working hours to answer their inquiries.
• Lead Conversion team are handling the inbound calls as well as the outbound calls by introducing themselves to the customers and offering to explain the training details. Customer relation team should use his/her selling skills to close the transaction with the customer.
• Lead Conversion team are responsible for handling client’s complaints either before, during or after the training to make sure that customers are satisfied.
• Lead Conversion team will follow up with the client's payment process starting the call date until he pays or reject. Customer relation team should make sure that the minimum paid amount is 30% of the total training fees.
• Lead Conversion team are usually offering different payment methods such as visiting CORE, QNB Bank account or Vodafone cash transfer.
• Lead Conversion team will coordinate with operation and finance team to make sure that payment is done and the bank transfer receipt either soft or hard copy were handed before attending the course.
• Lead Conversion team are responsible for orientation for walk in customers either for first contact or by arranging a date for visit and make sure that all information is provided to the customer. In case of payment, 30% is the minimum payment and Customer relation will be responsible to prepare the policy for the client and make sure that client will sign and read.
• Lead Conversion team should update the customers’ database on our CRM Software - zoho and make sure that all registrations were moved to the leads module on Zoho on daily basis, and all customers were moved with their policies to the customers’ module or ECC module on Zoho upon type on daily basis.
• Lead Conversion team should remind all paid clients with the start date by SMS
• Lead Conversion team should make sure that the client paid full amount by starting date. Exceptions should be taken from direct manager in written.
• Lead Conversion team will responsible for sending a welcome email to all the client’s whom attend.
• In case the client did not pay before the deadline, the customer relation agent should send an email for missing the deadline and he/she can attend the course next time.
• If client pays the amount and attend, the customer relation agent should have handed over the list of attendees to the operation team for reconciling data.
• Lead Conversion should ask the attendees orally for their feedback for quality purposes or any updates regarding the course.
• Lead Conversion should follow-up with the social media specialist the schedule of the courses, outlines and content and checking social media feedback on content to make sure that information is aligned.
• Lead Conversion Sr. Specialist will be responsible to train, coach and monitor the performance, appearance, attitude and language of the newly hired customer relation employees.
• Lead Conversion team should send the full list of attendees to the marketing specialist agent to submit a group to facilitate communication.
• Lead Conversion team should send daily tasks report to the direct manager for following up and monitoring reasons.