Customer Communications & CRM Coordinator (Bali Based)

Role PurposeThe Customer Communications & CRM Coordinator is the first point of contact between Bali Volleyball Academy and its clients. The primary purpose of the role is to ensure fast, high-quality and systematic handling of all incoming enquiries, register every contact in the CRM and coordinate further processing by the appropriate team members. No client, partner or event participant should ever be lost after the first contact.Work FormatTwo coordinators work in shifts to provide continuous customer support across all communication channels. Both employees follow the same customer service standards, communication scripts and CRM procedures.Main Responsibilities1. Incoming enquiriesWhatsAppTelegramInstagramFacebookEmailWebsite formsOnline chatPhoneOther digital channels2. AI-supported workflowContinue communication after AI qualification.AI greets customers, answers FAQs, identifies enquiry type, product, player level and collects initial information.3. First-line consultationCourt bookingsTraining bookingsCoach bookingsSchedulePricingGeneral venue rules using approved scripts.4. Transfer of specialised enquiriesCollect contact details.Clarify request.Inform about response time.Transfer to responsible manager.Receive confirmation that the enquiry has been accepted.5. Partnership enquiriesRegister contacts in CRM.Clarify purpose.Transfer to founders or Partnership Manager.Confirm acceptance.6. CRM managementRegister 100% of contacts regardless of source.Maintain records, segmentation, statuses, communication history, data quality and avoid duplicates.7. CRM campaignsPrepare customer segments.Launch CRM campaigns using marketing materials.Monitor delivery.Provide campaign statistics.Do not create marketing strategy or content.8. Communication scriptsFollow approved scripts.Follow regulations.Record new questions.Suggest process improvements.Team InteractionMarketing: campaign materials and reporting.Camp/Event Managers: transfer participant enquiries.Partnership Manager: transfer partnership leads.Coaches: booking coordination.Founders: escalations and strategic enquiries.Service Standard (SLA)First response within 10–15 minutes during working hours.A quick response confirms receipt; it does not necessarily resolve the issue immediately.KPIsFirst response within 10–15 minutes.100% enquiries registered in CRM.100% enquiries resolved or transferred with confirmation.No lost enquiries.Complete CRM records.Compliance with service standards and scripts.Correct CRM segmentation and campaigns.MissionEvery enquiry becomes part of the company's CRM and is brought to a result. The coordinator protects one of the company's key assets—the customer database—and supports long-term customer relationships and repeat sales.