Customer Service Manager

Mô tả Công việc

1. Welcome & Onboarding Support

• Develop and implement customer service policies and best practices.
• Assist customers in understanding and utilizing the platform effectively.
• Develop strategies to improve service quality, resolve customer issues, and enhance the overall customer experience.

2. Technical Issue Resolution

• Manage customer support tools and CRM software.
• Assist when teachers enter class late, fail to show, or classes are cut short.
• Provide estimated resolution time and follow-up updates to users.
• Manage and ensure customers receive timely and effective support while leading the team to meet service goals.

3. Assessment & Learning Support

• Track learning progress and assess students’ proficiency
• Assist parents and students in understanding curriculum and personalized learning plans.
• Share learning resources, guides, videos, and assessment reports with parents.

4. Feedback & Follow-up

• Review Class 1, 10, and 20 performances to compare and identify student improvement and difficulties.
• Recommend next learning steps to enhance customer loyalty.
• Analyze customer feedback to identify opportunities for service improvement.

5. Complaint Handling

• Listen actively to user concerns and identify solutions or escalate to the manager when needed.
• Log complaints in the system and ensure timely follow-up until resolution.
• Maintain professionalism and empathy to build user trust.

Yêu Cầu Công Việc

Education & Experience

• Bachelor’s degree or equivalent preferred
• Previous experience in customer service, education support, English teaching, English assessment or technical support is an advantage.
• Preferably in English centers or other educational organizations.

Skills & Competencies

• Strong communication skills (verbal and written) in English and Vietnamese (or other relevant languages).
• Ability to assess students’ English skills by reviewing Class 1, 10, and 20 lessons to evaluate progress and identify learning difficulties.
• Excellent problem-solving and conflict-resolution abilities.
• Strong communication and interpersonal skills.
• Demonstrate a strong sense of responsibility, takes initiative, proactive, and remains effective under pressure.
• Customer-focused mindset with empathy and patience.

Benefits

• Salary: 18,000,000 - 23,000,000 VND + allowances.
• Work in a multinational environment.
• Opportunity to promote products within the PalFish ecosystem, featuring a well-developed Singapore curriculum.
• Annual leave, holidays, Tet, and personal leave as per Labor Law (>=12 days/year).
• Full benefits including social insurance, health insurance, unemployment insurance, and company trips.
• Comprehensive labor benefits as stipulated by Labor Law.
• Spacious, beautiful, and well-equipped office.
• Regular training and professional development opportunities.