Hark Music Operations Executive Team Member Overview PDF
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Hark Music
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Summary
This document outlines the daily work tasks and responsibilities of an operations executive team member at Hark Music. The responsibilities include monitoring various communication channels (WhatsApp, Telegram, email), managing student accounts, and ensuring administrative tasks are completed.
Full Transcript
our Mission as an Hark Music’s Operations Y Executive Team Member main work tasks on a typical day’s work withpriorityin 4 sequence. 1. M onitoring & Responding incoming WA Chats during operating hours- to support students and prospects timely. 2. M...
our Mission as an Hark Music’s Operations Y Executive Team Member main work tasks on a typical day’s work withpriorityin 4 sequence. 1. M onitoring & Responding incoming WA Chats during operating hours- to support students and prospects timely. 2. M onitoring & Responding incoming Telegram messages- to support coaches timely. 3. Responding to Emails Support 4. Harknet Administrationsto ensure documentations arein place. ystem Opening and Closing, Creating Classes/Enrolling students, Creating Receipts, S Creating Prospects, Taggings Discounts, Checking Attendances, Payment History, updating Gsheets/GDoc if applicable, etc Good Work Practices: Task Prioritization Management Start of Your Duty: 1. Scan Daily Calendar to have an overview of classes of the day. Be mindful of New classes and Trials of the day as we need to be alert. 2. Refer to Highlights in Dashboard (yellow box at top page of HarkNet) for new classes of the day.. 3. QUICK Scan for Emails and Chats to have a sense of your work day and matters they require your priority attention. During your duty in sequence of priority: 1. Keep Sound Notifications on! Monitor WATI Chat to look out for any urgent messages. Urgent messages are determined as: a. Trial Students, seeking help to go to their studio. b. New Students, seeking help for payment matters, looking for coaches, etc. c. Student informing lateness for class. 2. Monitor Coaches Chat and support on issues like: a. Calling students due to absence b. Coaches will be late c. Coaches needs to apply for emergency leave (less than 4 hours from scheduled lesson) 3. D uring pockets of time while supporting messages in WA and Telegram, work on Emails and Harknet Administrations assigned to you in Hiver. End of the day: 1. Report any abnormality in group chat or/and to hand over time-critical cases to the co-team members if you are not working on the next day. ALWAYS and DO: - Seek support/clarifications from team members if you need help or 2nd-opinion. DO NOT: - offset any credits in student accounts unless verified. (to check with team if the balance credit can be used for the transaction.) - reveal coaches’ phone numbers to students (privacy issues). Email address is fine with approval from the coach. - confirm any lesson arrangements with students. - update any lesson booking in the system without verification from supervisor/manager. Essential Facts to know: Student Policy Is course fees transferable?Transferable betweenvarious courses, but non-transferable to another person unless approved by management. W hat is the notice period to cancel a lesson for private coaching students?1 day before the scheduled lesson (by 4pm). W hat is the notice period to cancel a lesson for small-group coaching students? Small Group class does not have a lesson cancellation feature! Only make-up/rescheduling… For out-of-norm situations, we can also help to request and offer 1-time goodwill grace due to case-by-case basis. W hat happens if Coach is sick/not available for lessons? In order of priority: Reschedule, make-up, stand-in, cancel (only applies to private). H ow are the fees collected? Direct-Debit eGiro or (Visa/Master) or PayNow (bank transfer). W hat are the differences between Direct-Debit (eGiro) and over the counter payment? DDA: $15 discount monthly, safe, save time, no occurrence of late payment fee of $5 for every week delay. H ow to stop Direct-Debit? Upon filing for deferment or withdrawal, once the learning status is inactive, no transactions will occur. W hat should students do if they want to stop lessons? Students can apply for deferment in HarkLearners Portal. Deferment allows them to resume lessons at Hark Music within 18 months without paying registration fee again. Resumption is non-obligation. If they want to withdraw, they can email[email protected].If they resume Hark's classes in future, the registration fee will apply again. Miss-A-Lesson Policy What are the options when I miss lessons? 1: Join another class for lesson(must be same coach), 2: 15-min individual session to be conducted before or after next lesson. H ow much advance notice do students have to give? As a guide - 1 week D o students inform the school or inform the coach? Inform absence via HarkLearners Portal and discuss with the coach. Any replacement arrangements can be arranged within 3 weeks from the missed lesson. W hy can a student join classes of varying levels for makeup? Topics covered across levels are interrelated. Coach will still guide students on what they missed the last lesson. About Fees How much is the Registration Fee? What does it include? $50 - 1 time fee for all new students, also includes course materials for the entire learning in Hark Music. However for an after-trial perk, we extend a discounted registration fee of $30 if they register 3 days after their trial lesson date. Is the registration fee a 1-time fee? Yes. They do not need to pay again if they join other courses offered by Hark Music. C an you offset partial payments (aka credits left in the student account) without checking with the supervisor? No. Always check with the supervisorbefore offsettingany payments. * Because some balances are to be used under other courses. Managing of Lessons Schedule Can you shift lesson timings as per coach’s request? Why? No. If a coach messages in their Telegram chat requesting Ops’ assistance to update lesson timing for their lesson, we are not authorized to change it. Coach has to submit a request via the Coach Request Form. We will receive an email notification in our email. After which, we will assess if it is suitable and permissible to change with consideration factors (student’s status, studio’s availability, reason of change, etc) Coach Request Form URL:https://forms.gle/BLuGKNQwW7XvWnoMA Template message available inMessaging Template GDoc: RE: Coach Request Form We have implemented a Coach's Request Form to manage this request of yours. Kindly click on the following link: https://forms.gle/VrSycpxP6HC1Tefv8 nce you have submitted the form, the request will be routed accordingly and processed by O the Ops staff-in-charge. After processing any possible arrangements, the outcome will be emailed to you.
