Giám Sát Chăm Sóc Khách Hàng (Customer Care Supervisor)

- Welcome guests in a professional way & coordinate with CM distribute visit to ECs Update info on CRM.
- Become a service hub to receive all customer/student feedback/complaints as the center level. Create the ticket to follow up, resolve, and update until the cases are closed.
- Coordinate with Academic & Admissions to do the survey to customers & students all the time.
- Assign cabins for students learning Multimedia, doing Placement Test/First Class, or Level Test. Manage the cabin during the operation hours.
- Confirm attendance, book/cancel classes for customers.
- Print out the waiting list & attendance list of the classes; monitor the booking process by papers. Call customers to fill in under-attended classes.
- Encourage students to study by all channels, practice English, and participate in E-zone.
- Provide customer caring based on SOP, caring procedure to bring the VIP feeling to customers/students.
- Switch on/off and maintenance lights/computers/ air condition,…
- Answer incoming calls, within three rings, positively and warmly.
- Maintenance center operation: check the temperature of classes, keep center clean & tidy, good music, good smell.
- Support Academic & Admissions in the center's event organizing.
- Update the timetable of all the classes on the notice board.
- Support the MKT team to run the promotion campaign as the center level.
- Go around to all centers to support CCO based on the schedule.
- Assist Customer Care Manager in planning, recruiting, training, and coaching.
- Develop staff competency to increase the productivity of the team.