Job Summary
Provide comprehensive customer service and operational support at a Chinese language centre, driving enrolment conversion, enhancing service quality, coordinating classes, and managing CRM and student systems to ensure smooth centre operations and customer satisfaction.
Responsibilities
- Provide course consultation to prospective customers to support informed enrolment decisions
- Convert enquiries into confirmed enrolments to drive centre growth
- Support existing customers by addressing their needs and resolving issues promptly
- Review and enhance customer service quality and satisfaction through continuous feedback analysis
- Collaborate with the Marketing team to collect and analyze data for service improvement
- Liaise with teachers and parents to communicate feedback and monitor students progress effectively
- Review and optimize workflow and operational processes to improve efficiency
- Coordinate and facilitate classes to ensure smooth delivery and scheduling
- Assess and manage the CRM and Student Management System to maintain accurate records and streamline enrolment processes
- Process student enrolments accurately and timely
- Manage facilities to support a safe and conducive learning environment
Required competencies and certifications
- At least 2 to 3 years of relevant work experience in customer service or operational roles
- Effective planning skills and ability to multitask in a dynamic environment
- Strong interpersonal skills to engage with diverse stakeholders
- Proficiency in both English and Chinese to handle customer feedback and liaise with Chinese-speaking teachers and parents
- Proficient in MS Office applications for data management and reporting
- Availability to work on weekends and weekday evenings in line with centre operating hours
