Customer Service Leader
Position Summary Expectations - Duties, Responsibilities
The Customer Service Leader is responsible for managing and leading the customer service team to ensure the delivery of exceptional service to students, parents, and other stakeholders. This role involves overseeing day-to-day operations, implementing customer service strategies, resolving complex issues, and contributing to the overall success of the school by enhancing the customer experience.
- Team Management:
- Lead, mentor, and manage the customer service team, ensuring alignment with the school’s goals and objectives.
- Conduct regular team meetings to communicate expectations, provide updates, and address concerns.
- Monitor team performance, provide feedback, and implement training programs to improve skills and knowledge.
- Training & Development, Conduct training sessions, create training materials, and provide ongoing training/support for the customer service team.
- Customer Service Excellence:
- Develop and maintain high standards of customer service to enhance student and parent satisfaction.
- Handle escalated inquiries and complaints, ensuring timely and effective resolution.
- Implement and monitor customer service policies and procedures to ensure consistency and quality.
- Operational Oversight:
- Oversee the day-to-day operations of the customer service department, including staffing, scheduling, and workflow management.
- Manage and optimise customer service channels (phone, telegram, in-person, etc.) to ensure efficient and effective communication.
- Reporting and Documentation:
- Prepare and present regular reports on customer service performance, issues, and trends to CS Manager and Head of CS.
- Maintain accurate and up-to-date records of customer interactions, feedback, and resolutions.
- Public Speaking and Representation:
- Give orientations to new parents, providing clear and informative presentations about school programs/concepts.
- Deliver presentations during trial classes to prospective students and parents, showcasing the school's offerings and answering questions.
- Qualifications:
- Education: Bachelor’s degree in Business, Education, Communications, or related field.
- Experience: 2-3 years in customer service, with leadership experience.
- Skills: Strong leadership, communication, and problem-solving skills. Proficiency in customer service software and MS Office.
- Attributes: Professional, customer-focused, and able to multitask in a fast-paced environment.
- Competencies:
- Leadership: Ability to guide, motivate, and develop a team to achieve high performance.
- Communication: Clear and effective communication skills, both verbal and written, with the ability to convey complex information.
- Problem-Solving: Strong analytical skills to identify issues and implement effective solutions.
- Customer Focus: A deep commitment to providing excellent service and enhancing customer satisfaction.
- Adaptability: Flexibility to manage changing priorities and work in a dynamic environment.
- Attention to Detail: Precision in managing processes, documentation, and customer interactions.
- Collaboration: Ability to work effectively with different departments to achieve common goals.
Head of Teacher Assistant (3 Positions)
Position Summary Expectations - Duties, Responsibilities
- Location: The Commune building and Boeung keng kang campus
- Schedule : 09:00 - 18:00 (Wednesday - Sunday)
- Gender : Female
- Monitor team performance, provide feedback, and implement training programs to improve skills and knowledge.
- Training & Development, Conduct training sessions, create training materials, and provide ongoing training/support for Teacher Assistant team.
- Monitor team performance, provide feedback, and implement training programs to improve skills and knowledge.
- Oversee the day-to-day operations of the Teaching department, including staffing, scheduling, and workflow management.
- Prepare and present regular reports on Teacher Assistant performance, issues, and trends to the Teacher Manager and the Supervisor of Teacher Assistants.
- Facilitating students in class.
- Positive attitude toward job and teamwork, find the problem and offer solutions
- Open-minded and willing to learn new things
- Good communication and interpersonal skills
- English intermediate level
- Good logical thinking and problem-solving skills.
- Proficient in Microsoft Office and computer skills
- Experience 1year in Teacher Assistant (Experience in leading is a plus )
- English Advanced level
- Respect other
