Consultation and Service Team Leader

Supervision received: Center Manager
Supervision exercised: Consultants (EC) and Customer Service (CS)
Department: Sales
Updated: 2018

* OBJECTIVE OF THE POSITION
To supervise the team to generate sales revenue through professional consultancy services.
* BASIC FUNCTIONS & RESPONSIBILITIES
• Supervising, coaching the team to:
- Drive sales for center’s products
- Create and maintain a stable and good relationship with prospects and customers.
- Update customer database, track their status daily and report
- Collaborate with other departments and provide inputs to improves services delivered to customers as well as efficiency of daily operation tasks;
• Being responsible for his/her own sales target
• Maintain customer satisfaction
• Co-ordinate with and support other teams

* PRINCIPLE DUTIES & RESPONSIBILITIES
• Under the supervision of and in-coordination with Center Manager:
- Allocate sales target among team members
- Allocate prospects to team members
- Propose actions in case of potential class delay or cancellation and any action to keep customers
- Allocate customer inquiries and questions to team members
- Solve customers’ complains, inquiries, and questions
- Provide timely support & coaching to team members
- Provide regular assessment of team’s and team members’ sales and customer service skills and performance
- Summarize, report and update class opening status, team members’ sales performance
- Supervise the team in maintaining and updating customer database; keeping track of customer status through Daily Sales Report and other tools/system.
• Co-ordinate with and support Customer Service team to provide the best of service and consultation to customers on daily basis
• Provide input and support as appropriate to Academic, Sales, Customer Service, Marketing, …
• Maintain high quality of service towards all customers and prospects;
• Perform other sales administrative, school management duties and support Line Manager/Supervisor as assigned.

* EXPECTED OUTPUT OF THE JOB (KPIs)
New sales recruitment (To meet the target on number of new registered student as business plan committed): Based on number of new-register student actually start the classes (25%)

Concultancy team performance (To push Consultants to meet the target on number (minimum 150M/ 300M)): Based on Consultant team revenue (10%)

Re-enrollments (To meet the target on number of re-enrollments as business plan committed): Based on number of re-enrollment student actually start the classes (25%)

Service team performance (To push Customer Service to meet retention (min 50%)): Based on Customer Service team revenue (10%)

Academic Teaching quality (To meet center standards in class arrangement, no miss-place happen): Based on PT results and class arrangement to check the standard implementation, no miss-place = meet KPIs (15%)

Customer satisfaction (Meet target 90% satisfaction from customers of the school): Based on customer survey conducted by Mktg depart (15%)

* DECISION MAKING

Make decisions within scope of work and when delegated/assigned by Center Manager.

* QUALIFICATION REQUIRED
• Result oriented and “can do” attitude
• Experienced in sales or related areas
• Good English (presenting, writing, listening, reading)
• Excellent communication skills (both verbal and written)
• Excellent interpersonal skills and collaborative working manner
• Work well under pressure

* WORKING TIME:
Maximum 44 hours shift work a week, timetabled by the immediate manager in consonance with the Admissions requirements. Lunch break 12:00 - 1:30 pm. Outside work-hours required from time-to-time when tasks need to be completed on time.

* OTHER BENEFITS & OBLIGATIONS (Alterable by the company policy)
• Social, Health and Unemployment Insurances according to the Labour Law;
• Personal Income Tax (if any) will be the Employee’s responsibility;
• Holiday: According to Vietnamese Labor Law;
• Annual leave :Sixteen (16) days for annual leave;
• Two free English courses at center; and free English courses for employee’s children based on availability of seats;
• Three paid sick leave days per year;
• Premium Heath Care by center
• Opportunities for career development at center.

* ESSENTIAL COMPETENCIES
• Core Values:
- Established
- Trust
- Innovative
- Result-Oriented
• Core Competencies:
- Service & Relationships
- Accountability & Dependability
- Adaptability & Flexibility
- Decision Making & Problem Solving
- Creativity & Innovativeness

- Social, Health and Unemployment Insurances according to the Labour Law
- Opportunities for career development at center
- Holiday: According to Vietnamese Labor Law

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