Chuyên viên chăm sóc khách hàng (Customer Service Officer)

I. Duties and Responsibilities (based on a 44-hour work week)

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.

II. Benefits

• Unique opportunity to work within a multi-lingual, international-standard, drama-free environment
• Professional and holistic training
• Exciting team activities: Company trip, Teambuilding trip, Annual party...
• Annual performance and salary review
• Lunch and parking allowances
• Other Benefits:According to Labor Law, company regulations and internal policies of GPA Vietnam.

III. Position requirements

• University graduated, prefer fluent in both English and Vietnamese
• Team building and Communication skills
• Problem solving skills
• Well-organize and detail management
• Ability to work independently and as a part of the team
• Be able to work on shift and travel.

IV. Hours and Location

• Job location: 17 Son Tay Street, Ba Dinh District, Hanoi.
• Hours: Monday to Sunday as agreed up to 44 hours a week