Trưởng Nhóm Chăm Sóc Khách Hàng

- Plan and work with CM for weekly, monthly, quarterly and yearly activities to drive sales and re-sales

- Plan for monthly, quarterly, yearly to train/coach staff in department

- Weekly and monthly sales and re-sales planning

- Monitor sales and re-sales performance daily;

- Monitor conversion rate (visitors – placement tests- sales) daily;

- Follow up bookings daily;

- Review sales and re-sales performance weekly and set plan for upcoming week(s).

- Co-operate with other training centres to maximize sales and re-sales for the company;

- Monitor telesales activities at centre

- Monitor sales and care team in their customer care tasks to make sure the services are professional;

- Handle customers’ feedbacks/complaints;

- Verify customers requests relating to saving fee, class transfer, refund, ETC

- Verify special offer or discounts;

- Propose events, activities for centre when necessary;

- Support in events organized/planned by the company

- Conduct Workshop/Training for sales and care team

- Sales and Care Development

- Observe/monitor to make sure PA’s performance is accurate and professional;

- Monitor to make sure PA follow policies, procedures, instructions, internal regulations and standards;

- Check ERP to make sure every process is applied correctly;

- Arrange staff working schedule

- Monitor school contract to make sure deliver good service to the students

- Follow up payment at school

- Prepare and organize all local marketing event at centre

- Support all ELT activities at centre

- Complete reports: weekly, monthly or as required

- Verify weekly monthly new sales and re-sales report

- Verify Non-standard Working Hours Report

- Check Unearned Revenue Reports and take immediate action for any “Outstanding Payment” cases.

- Corporate report

- Verify weekly and monthly ILA account report

- Support CM in centre performance financial KPIs: new sales, revenue;

- Support TCM in cost control: utilities, paper, stationery, resources;

- Work with HO departments and training centres, when necessary

- Work with local authorities, landlord, schools, clients, when necessary

- Assign account to EP

- Monitor all account at the centre to ensure good service

- Manage account lost of each EP

- Transfer account on time if any issue happened