Gross salary :      from 12 mil or more

Age                :       from 26 ys – 40 ys

Overview:

This role focuses on leading and supporting the customer care (CC) and sales teams to ensure smooth enrollment processes and high-quality customer interactions. Daily responsibilities include assisting CCs with customer meetings, observing and ensuring the quality of CC-customer interactions, and helping resolve issues outside of standard regulations. Weekly tasks involve hosting sales team meetings, assigning tasks, and ensuring that CCs attend general English classes. The role also includes coordinating with the Academic Manager (AM) to facilitate student onboarding and ensuring that teams work together efficiently. Monthly duties involve tracking and reporting KPIs, planning enrollment targets, collaborating with marketing, and evaluating employee performance. Additionally, the role requires providing training for new and current employees, coordinating customer flow, and proposing solutions to improve the efficiency of enrollment activities.

Daily:

• Support CCs in meeting customers.
• Observe CC-Customer interactions to ensure quality and professionalism.
• Work with CSS to make sure that CC-turns are scheduled fairly and appropriately.
• Support CCs to close deals and resolve problems that arise outside of regulations.

Weekly:

• Host meetings with sales team.
• Guide and assign implementation tasks, deadlines and targets.
• Supervise plan implementation.
• Ensure team members are attending general English classes on a weekly basis at least.
• Cooperate with AM to ensure that SAs and CCs are working together to get new students into their first class as quickly as possible, and for both teams to provide ongoing support for new students within their first month of enrollment.
• Arrange schedules for CCs (Working/Front Desk/Indoor vs Outdoor/Etc.)

Monthly:

• Follow-up on KPIs with CCs during monthly meetings.
• Plan enrollment by month, quarter, year or by campaign in each phase, ensuring completion of assigned targets.
• Coordinate with the Marketing department to update market information, competitors, analyze proposals and propose new enrollment plans.
• Coordinate meeting and training times with other departments as needed.
• Report enrollment activities weekly, monthly, quarterly, annually or as requested by the BOD
• Evaluate employee performance with internal and customer relations
• Training new employees on the company’s business products and new products for current employees, providing orientation training as well as a roadmap for employee development.

As Needed:

• Coordinate with CSS to ensure customer flow is going smoothly.
• Propose solutions to improve the efficiency of enrollment activities

Requirements:

1/. Background

• University degree in education, psychology or management. (Preferred)
• Have IELTS 7.0 certificate or C1 certificate, TESOL or equivalent international diplomas and certificates (Required).

2/. Attitude:

• Have a positive attitude towards working hard, as well as growth.
• Willing to openly communicate on issues.
• Passionate about learning, willing to update and challenge your own knowledge.
• Solution-oriented.
• Proactive mindset.

3/. Skills:

• Proficient in both oral and written English.
• Ability to analyze and design a course structure and curriculum.
• Organizational skills, especially in regards to leading projects and chairing meetings.
• Ability to communicate directly and clearly.

4/. Experiences:

• Drafting class material, lectures or classroom management for at least 02 year or more. Priority to experience in IELTS, PTE or Cambridge. (Preferred)
• Priority is given to candidates who have worked at schools or English Centers.
• Priority is given to having experience as a team leader or higher.

 5/.Be able to work on weekends (days off will be on weekdays)

 6/.Be willing occasionally work outside of working hours in case of urgent situations

Benefits:

• Bonus on New Year, Birthday, 13th salary…
• Participate in Social Insurance with full salary
• Young, dynamic, professional working environment with many opportunities for personal development
• Be considered for annual salary increases

Contact : 0901.976.997 / minh.nhat@pteapac.com