Front Desk Agent

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 escalate 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.
• After you apply:
• Please check your inbox, including your spam or junk folder, for our application acknowledgement, screening questionnaire and recruitment updates. If an email from Melodica lands in spam or junk, mark it as “Not spam” to help ensure you receive future messages.