Job Description

Customer Care Supervisor

Responsibilities

    Performance KPIs:
    • Re-enrollment: 40%
    • CSS: 30%
    • Revenue: 15%
    • Contribution: 15%
    Re-enrollment:
    • Monitor on-going class weekly to take prompt action for any issue to make sure customers are happy
    • Monitor re-enrollment weekly to make sure that CCO follow up re-enrollment well
    • Monitor administration for re-enrollment process to avoid problem and make customer happy
    Customer satisfaction (CSS):
       - Customer Care:
    • Monitor CCO and TA Team to deliver good customer service and customer care
    • Maintain and improve customer service and care at center
    • Handling requests and complaints
    • CSS follow up
    • Monitor pass/ fail rate
       - Training and Development:
    • Conduct workshop/ Training for TA and CCO
    • Suggest courses to Academic/ HO
    • CCO and TA development
    Center Operations:
       - Property management:
    • Maintain the building (office, classrooms, corridors, lobby, stairs, lifts, WCs, etc) in proper conditions: tidy, clean and safe
    • Maintain all facilities and equipment in proper condition: clean, safe and workable
       - Staff supervising:
    • Observe/ monitor to make sure CCO's performance is accurate and professional
    • Monitor to make sure CCO follow policies, procedure, instructions, internal regulations and standards
    • Check ERP to make sure every process id applied correctly
    • Arrange staff working schedule
       - Inventory:
    • Responsible for appropriate forecast and ordering of books and materials for center use
       - Course administration:
    • Before class start: classroom, teacher, TAs, books, CDs, POS, resources
    • During the course: class visit, callings, tests, resources, survey, results, telesales
    Marketing:
       - ELT activities:
    • Prepare and organize all ELT activities for student and center
       - Local event:
    • Support all local marketing events at center
    TA Management:
       - Teaching Assistant recruitment:
    • Forecast TAs
    • Recruitment process
    • Induction
       - Scheduling:
    • Scheduling (Class/ Substitution/ Supervision/ Level Testing)
    • Supporting tasks
    • Taking class when requested
    • Cover absent TA/ absent Level Tester when requested
    • Arrange right TA for right class
    • Smart Scheduling
       - Remuneration:
    • TA Salary/ Scale raise
    • Contract
    • Loyalty Award
    • Excellent Award
    • Leave and Termination
       - TA Performance management:
    • Observation: conduct, corrective action
    • Performance Appraisal
    • Disciplinary Process
    • TA SS: conduct, follow up improvement action
    • Social/ Motivation activities



Requirements

    Qualifications:
    • Prefer 3 years working experience in foreign company and in service product
    • Prefer working experience in an educational organization
    • University graduated
    • Ability to work independently and as part of a team
    Skills:
    • Leadership/ Ownership
    • Management skills
    • Team building and Communication skills
    • Well-organize and detail management
    • Ability to work independently and as part of the team
    Language:
    • Fluent in both English and Vietnamese (Upper-Intermediate Level)
    Computer:
    • Familiar with Microsoft Office
    Other Requirements:
    • Be able to work on shifts and travel

CANDIDATE INFORMATION (All information below is compulsory. Kindly complete all information)