Mandarin Appointment Setter & Customer Support Specialist (education Enrolments) - Remote Eligible

Appointment & Customer Support Specialist

This is a remote position.

Position Overview

The Appointment & Customer Support Specialist will be responsible for engaging with new leads, booking trial lessons, sending reminders, and following up with prospective families. You will play a key role in ensuring that every enquiry receives a prompt, warm, and professional experience.

Key Responsibilities

• Lead Engagement & Qualification
• Promptly call new leads generated through advertising campaigns (Google Ads, Facebook Ads, website enquiries).
• Ask key qualifying questions (child's age, instrument or class interest, previous experience).
• Clearly communicate our program benefits and available trial lesson options.
• Appointment Scheduling
• Assist families in selecting suitable trial lesson times.
• Enter appointment details into the scheduling calendar system.
• Send booking confirmations via SMS and email.
• Reminders & Follow-Ups
• Send 24–48 hour reminders before appointments.
• Follow up with leads who have not booked to encourage scheduling.
• After the trial lesson, contact families to gather feedback and guide them through the enrolment process.
• Record Keeping
• Accurately record all interactions and updates in our CRM.
• Maintain lead status tracking and notes.
• Customer Support
• Respond to general questions about the academy, class times, fees, and locations.
• Escalate any complex enquiries to management when needed.

Requirements

Excellent spoken and written English.

Clear, friendly, professional phone manner.

Experience in customer service, appointment setting, or sales support.

Confident in using CRM software and scheduling tools (training provided).

Ability to follow structured scripts while also adapting to each parent's needs.

Comfortable working in Sydney time zone (AEST), ideally between 9:00am–6:00pm.

A positive, proactive attitude and genuine care for helping families.

Bilingual English and Mandarin is a strong advantage. Many of our families are Mandarin-speaking, so the ability to communicate confidently in Mandarin will be highly valued.

Familiarity with GoHighLevel (GHL) is a plus. Our CRM and lead management workflows are built in LeadConnector / GHL, so prior experience will be beneficial.

Preferred (but not required): Experience supporting education centres, tutoring services, or enrichment programs. Familiarity with Google Sheets, WhatsApp, WeChat, or other communication apps.

Benefits

• Type: Remote Virtual Assistant (Contract or Part-time)
• Hours: Flexible, typically 10–15 hours per week depending on lead volume
• Reports to: Administration Manager