Customer Service Officer ( Nhân Viên Chăm Sóc Khách Hàng)

1. Department: Academic Department

2. Reports To: Customer Service Supervisor

3. Job Purpose: In charge of scheduling, reception desk & caring services of SUV.

4. Working Relationships
- Internal: SUV staff
- External: SUV students and customers

Reception's Task
a. Switch on/off lights/computers.
b. Answer incoming calls, within three rings, positively and warmly.
c. Accurately direct caller to the appropriate people courteously and professionally.
d. Print out list of meeting by Telemarketing Department (TMK) in the beginning of the day. Update this list upon request by TMK or Education Consultant (EC). Coordinate the request of canceling/postponing meeting of customers to the related parties (TMK/EC).
e. Ensure the tidiness & presentability of the entrance to reflect positive impression of customers.
f. Update the timetable of all the classes on the notice board.
g. Prepare materials for the Academic.

Customer Services's Task
h. Welcome customers (walk-in/booked) with professional & helpful manner. Get & verify their information to identify the source they come from. Update information to C+ (with walk-in cases).

Student Services
i. Assign cabins for students learning Multimedia, doing Placement Test/First Class or Level Test. Manage cabin during the operation hours.
j. Confirm attendance, book/cancel classes for customers.
k. Print out waiting list & attendance list of the classes; monitor the booking process by papers. Call customers to fill in under-attended classes.
l. Prepare end-level Certificates for students.
m. Liaise with PTs to follow inactive/missing students by constant reminding & motivating.
n. Receive customers’ complaints and direct them to Line Manager for suggestion; follow up the resolution and update the clients until the case is closed.
o. Assisting customers with routine problems and will refer non-routine items to a supervisor.
p. Encourage students to practice English or participate in E-zone.
q. Work with Line Managers to deliver a caring program to students in order to increase their satisfaction/retention/referral:
- Sending birthday wishes to students monthly, using center’s Hotline number.
- Updating the center’s Noticeboard regularly with newest information about center’s activities.
- Liaise with Personal Teacher(PT) & Education Consultant in promoting centers’s events & programs.
- Actively supporting new students in their first 2 weeks of learning at SUV.
- Collaborate with PT to follow & assist students who are approaching the end of their contract.

Working Location: 2A Phan Van Tri, Go Vap District, HCMC
112 Cao Thang, Ward 4, District 3, HCMC
University of Science and Technology Da Nang - 54 Nguyen Luong Bang, Lien Chieu, Da Nang

1. Qualifications: College degree or above

2. Experience, Skills and Competencies
a. Experience in customer services.
b. Analytical and critical thinking skills
c. Management skills
d. Customer-centric attitude
e. Well-developed presentation and communication skills

3. Language : Fluent in English

4. Computer: Good at Excel, Microsoft Words, PowerPoint

5. Other Requirements
Dress Professionally;
Possess strong written and verbal communication skills
Collaborate effectively with all stakeholders
Perform other tasks when assigned by line of managers

- Performance bonus + 13th month salary
- Health Insurance
- Free 100% English course

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