About the Role

SAC Tutoring is seeking an organised, friendly and results-focused Client Services and Sales Administrator. This person will support families from their first enquiry through to enrolment and ongoing service delivery.

The successful applicant will combine excellent customer service with confident, ethical sales skills. They will respond promptly to enquiries, recommend suitable tutoring options, maintain accurate student records and help ensure that every family receives a professional and supportive experience.

Key Responsibilities

Client Enquiries and Customer Service

- Respond promptly and professionally to enquiries received by telephone, email, website forms, social media and other communication channels.
- Explain SAC Tutoring’s programs, subjects, year levels, campuses, online options, fees and enrolment procedures clearly.
- Identify each student’s learning needs and recommend an appropriate class, assessment, trial lesson or consultation.
- Provide friendly and patient support to parents, students and tutors.
- Resolve routine questions, concerns and complaints calmly and professionally.
- Escalate academic, financial, safeguarding or complex service matters to the appropriate manager.
- Follow up with families after assessments, trial lessons, enrolments and service enquiries.
- Maintain positive relationships with current families and support student retention.

Sales and Enrolments

- Contact new leads promptly and consistently.
- Conduct structured enquiry and enrolment conversations.
- Ask appropriate questions to understand the student’s year level, subjects, academic needs, location, availability and preferred delivery method.
- Recommend suitable services without placing inappropriate pressure on families.
- Explain the value of SAC Tutoring’s programs confidently and accurately.
- Follow up warm leads according to the organisation’s contact schedule.
- Convert suitable enquiries into assessments, trial lessons and paid enrolments.
- Identify opportunities for additional services when these genuinely benefit the student.
- Record the outcome of every enquiry and follow-up action in the CRM.
- Assist with enrolment forms, consent forms, payment arrangements and acceptance of terms and conditions.
- Monitor incomplete enrolments and contact families to help them complete the process.
- Contribute to agreed enquiry-response, appointment-booking, enrolment and retention targets.

Administration and CRM Management

- Create and update parent, student and prospect records accurately.
- Maintain current information about classes, timetables, campuses, tutors, fees and availability.
- Schedule assessments, consultations, trial lessons and follow-up calls.
- Assist with attendance, absences, make-up lessons, class transfers and timetable changes.
- Process enrolment documentation and confirm that all required information has been received.
- Maintain clear notes of conversations, commitments, complaints and follow-up actions.
- Use templates, workflows and automations correctly.
- Check records for duplicate, missing or inaccurate information.
- Prepare basic reports on enquiries, appointments,



conversions, enrolments and outstanding follow-ups.
- Handle confidential student, family, staff and business information securely.
- Assist with general office administration when required.

Communication and Coordination

- Communicate enrolment information and service changes to tutors and relevant staff.
- Ensure that families receive accurate class confirmations, reminders and onboarding information.
- Work collaboratively with campus staff, tutors, academic leaders and management.
- Report recurring parent concerns, service problems or enrolment barriers to management.
- Maintain consistent communication across telephone, email, SMS and CRM records.
- Represent SAC Tutoring professionally in every interaction.

Performance Expectations The successful applicant will be expected to:

- Respond to new enquiries within the organisation’s required response time.
- Complete promised follow-up actions on time.
- Keep CRM records accurate, complete and current.
- Communicate fees, services and policies correctly.
- Meet reasonable sales and enrolment targets.
- Balance sales outcomes with honest advice and the student’s best interests.
- Demonstrate reliable attendance and punctuality.
- Manage competing priorities without losing important details.
- Take ownership of tasks and follow them through to completion.
- Seek clarification when information is uncertain.
- Protect confidential information and comply with child-safety and privacy requirements.
- Receive feedback professionally and make prompt improvements.
- Maintain a calm, respectful and solutions-focused approach during busy periods.
- Avoid promising services, discounts, placements or outcomes without authorisation.

Essential Requirements

Applicants must have

- Strong spoken and written English.
- Professional telephone and customer-service skills.
- Confidence discussing services, fees and enrolment options with parents.
- The ability to build rapport and guide enquiries towards an appropriate decision.
- Strong organisational skills and attention to detail.
- Competence using computers, email, online forms, calendars and cloud-based systems.
- The ability to learn and use a customer relationship management system.
- Accurate data-entry and record-keeping skills.
- The ability to manage multiple enquiries and follow-up tasks.
- Sound judgement when handling concerns and confidential information.
- A respectful and patient manner when communicating with families from diverse backgrounds.
- The right to work in Australia.
- A current Working with Children Check, or willingness and eligibility to obtain one before commencing.
- Availability during the advertised working hours, including any required evenings or weekends.





Preferred Experience and Attributes The following attributes are highly regarded but are not essential unless stated elsewhere:

- Experience in education, tutoring, childcare, training or another family-focused service.
- Previous experience in administration, reception, customer service, enrolments or sales.
- Experience using GoHighLevel or another CRM.
- Experience with lead follow-up, appointment booking and sales pipelines.
- Familiarity with SMS and email workflows, calendars, online payments and digital forms.
- Knowledge of Victorian schools, year levels, VCE subjects or selective-entry preparation.
- Fluency in Mandarin, Cantonese, Vietnamese or another community language.
- Experience communicating with parents from culturally and linguistically diverse backgrounds.
- Confidence working independently while following established procedures.
- A warm, persuasive and professional communication style.
- A proactive approach to identifying and solving problems.
- A genuine interest in education and improving outcomes for students.

Personal Qualities We are looking for someone who is:

- Warm and approachable.
- Honest and trustworthy.
- Patient and respectful.
- Confident without being pushy.
- Highly organised and dependable.
- Careful with details.
- Comfortable taking initiative.
- Receptive to feedback.
- Calm under pressure.
- Motivated by both service quality and measurable results.
- Willing to assist outside their usual duties when reasonably required.

Measures of Success Performance may be assessed using:

- Speed and quality of enquiry responses.
- Number of enquiries successfully contacted.
- Assessment and trial-lesson bookings.
- Enquiry-to-enrolment conversion rates.
- Completion of required follow-up tasks.
- Accuracy and completeness of CRM records.
- Parent satisfaction and complaint handling.
- Student retention and re-enrolment support.
- Compliance with procedures, privacy and child-safety requirements.
- Reliability, teamwork and communication quality.

Targets will be reasonable, transparent and reviewed in the context of lead quality, availability of suitable classes and seasonal enrolment patterns.

What We Offer

- Training in SAC Tutoring’s programs, systems and enrolment processes.
- Clear procedures, communication templates and sales guidance.
- A supportive education-focused working environment.
- Opportunities to develop skills in administration, customer service, CRM management and educational sales.
- The opportunity to contribute to positive educational outcomes for students and families.

Application Requirements

Applicants should submit

- A current résumé.
- A short cover letter explaining their relevant experience.
- Their availability, including evenings and weekends.
- Details of any relevant CRM, administration, education or sales experience.
- Details of any additional languages spoken.
- Contact details for at least two professional referees.

Shortlisted applicants may be asked to complete a practical task involving a sample parent enquiry, CRM note or follow-up conversation. Pay: $52,880.00 – $97,066.99 per year

Work Location: In person

📌 Client Services and Sales Administrator (Springvale South)
🏢 School of Academic Coaching
📍 Springvale South