Chuyên Viên Chăm Sóc Khách Hàng

1. Care job’s performance

- Compliance Customer Service Procedure to apply well in conjunction with relevant departments: Academic, Sales, Marketing….

- Support teachers in students’ issue, giving alter solution and feedback

- Handle request and complains

- Monitor Customer Satisfaction Results (CSR) then having prompt action.

- Contact parents directly or by phone, email to get their feedback.

- Call each student at least once a month for building relationship and update students’ learning situation to parents.

- Attend parents’ meeting with teachers to communicate with parents

- Observe each class once a month to understand students, teachers and program

2. Re-enrolments

- Keeping students/ customer are informed about student’s progress after class by period of time.

- Complains, feedbacks are being answered properly to customer with solution.

- Summarize customer feedback and having prompt report to CSM.

- Communicate well with sale team for the number of re-enrollments.

3. Other administration

- Supervise the office, class room, center in proper clean-up, tidy and safe.

- Supervise all equipment in proper condition to serve.

- Prepare and support Marketing/ sale on school events.

4. KPIs needed

- Re-enrollment rate: 70%

- Each student receives at least 1 call/ month.

- Observe each class at least once a month.