Bookings & Client Care Representative – ACTIVE

Job Application Code: 003795MS (add this to the application form)

Shift: Part Time to Scale. Monday to Friday (can shift to Tuesday to Saturday), 5:30pm to 9:30pm AEST (3:30pm to 7:30pm Philippine time).

Role Overview:

Murielle runs a high-end photography studio generating 10-15 new leads per week through Meta ads (rising to 40+ during promotions), across two lines of business: corporate branding photography and a charity portrait project supporting women. Leads are currently going cold because they aren’t contacted or qualified quickly enough, and Murielle can’t run the studio and manage the phones at the same time.

This role takes full ownership of lead follow-up, qualification calls, bookings, and CRM administration, so Murielle can focus on photography while her calendar fills with qualified, paying clients.

Primary Mission

Contact every new lead within 24 hours, qualify genuine paying clients before locking in bookings, and keep the CRM fully and accurately maintained so Murielle can confidently grow ad spend knowing leads are being converted, not wasted.

Key Responsibilities

Lead Follow-Up & Qualification Calls

• Contact every new lead within 24 hours of arrival – non-negotiable.
• Run qualification calls to identify genuine, paying clients versus tyre-kickers.
• Communicate warmly and professionally, building rapport while steering calls toward a booking outcome.
• Handle emotionally sensitive conversations with care for the charity project’s participants.
• Attempt after-hours and weekend outreach for corporate leads unreachable during business hours.

Booking & Pricing Conversations

• Book qualified leads directly into the calendar via the studio’s CRM.
• Discuss pricing transparently and confidently in line with premium positioning – never withhold or apologise for pricing.
• Set correct expectations on process and inclusions so nothing is discovered on the pre-shoot call.
• Trigger the relevant automated email/PDF sequence once a lead is booked.

CRM & Data Management

• Keep every lead and client record current: contact details, call notes, qualification status, next follow-up date.
• Maintain the historical/legacy leads spreadsheet alongside the CRM.
• Ensure no lead is left without a logged next action.

Quotes & Email Administration

• Prepare and send quotes for corporate photography enquiries.
• Respond to and follow up on all booking-related emails.
• Track outstanding quotes through to a yes or no outcome.

Reporting & Collaboration

• Flag any lead that doesn’t meet the qualified-client profile, with reasoning.
• Communicate daily activity, blockers, and notable leads via WhatsApp/email.
• Complete shadowing/handover training with the outgoing bookings manager during transition.

Required Skills

• Highly experienced in phone-based sales/customer service – strict requirement.
• Warm, professional, authentic communication style.
• Confident discussing premium pricing without discounting or hesitating.
• Comfortable working inside a CRM.
• Reliable, process-driven, with strong follow-through.
• Comfortable with sensitive, emotionally-aware conversations.

Nice to have:

• Experience with Studio Ninja specifically.
• Background in photography, events, or creative services bookings.

Who This Role Suits

• A confident, warm phone communicator who genuinely enjoys qualifying and closing bookings.
• Someone highly organised who won’t let a lead go cold.
• A person comfortable holding firm, premium pricing conversations.
• Someone empathetic enough to handle sensitive, personal conversations with care.

What Success Looks Like

• Every new lead contacted within 24 hours, no exceptions.
• Bookings are properly qualified before they’re locked into the calendar.
• The CRM is fully and accurately maintained.
• Cancellations caused by poor qualification stay at or below the current baseline.
• Murielle can confidently increase ad spend knowing leads will be worked properly.