Customer Service Officer

1. Class Management

• Prepare for class opening. Upload student’s information and pictures on EcoStudy student management system
• Prepare and set up equipment in classrooms prior to each lesson Upload session reports and sending out the reports to parents on time
• Make sure session reports are in line with GPA’s quality standards
• Make sure students reports provide complete and sufficient information on lesson content and student’s progress
• Update class statuses to Center Manager and Academic Manager weekly
• Prepare for midterm, final and placement tests

2. Customer Care

• Implement Customer Service Procedures to ensure the highest customer satisfaction among GPA customers
• Support teachers in managing students, giving solutions and feedback when issues arise
• Handle requests and complaints from parents, students and teachers
• Contact parents directly by phone or email to update them on their child’s progress and other matters as well as getting their feedback, when necessary
• Summarize customer feedback and give prompt reports to Manager
• Call each parent at least once a month for building relationships and update the student's learning situation to parents
• Attend parents’ meeting with teachers to help ensure teachers communicate well with parents
• Working with teachers and TAs to make sure they send reports on time
• Make sure all customer complaints and feedback are answered properly .
• Work with the sales team to re-enroll students at the end of each course

3. Other administrative tasks

• Manage the front office and classrooms to ensure they are in clean, tidy and safe conditions
• Supervise all classroom equipment to ensure they are maintained in proper condition and ready to be used when needed
• Prepare and support the Marketing / Sale teams at school events.
• Manage books and library resources