Trưởng Nhóm Chăm Sóc Khách Hàng

  • ILA Việt Nam
  • Ngày đăng: 15/06/2021

Lầu 3, Vincom Xuân Khánh, Số 209, Đường 30/4, Xuân Khánh, Quận Ninh Kiều, Cần Thơ

Mô tả công việc

- 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

Yêu cầu ứng viên

- University degree, major in English

- Experience in working in administration and customer services. Sales experience is preferable.

- Experience in supervision position

- Good leadership and management skills

- Good analysis & problem solving skill

- Be able to well manage and organize the job

- Be careful and details

- Training, delegation & coaching skill

- Basic knowledge in finance

  • Language: Good communication skills both in English and Vietnamese
  • Computer: Good MS Office skills (Word, Excel, Access…)
  • Other requirements

- Be able to work on shift

- Be able to travel to another TCs as request

Quyền lợi được hưởng

- 14 annual leaves per year

- Healthcare Insurance

- Discounted English courses for employee and family members

 

ILA Việt Nam

Địa chỉ: Trung tâm Ila, Hồ Chí Minh

Website:

ILA Việt Nam

Hướng dẫn nộp hồ sơ

Ứng viên nộp hồ sơ trực tuyến bằng cách bấm vào nút "Nộp hồ sơ".

Trước khi nộp hồ sơ, ứng viên cần có tài khoản và tạo hồ sơ trên website viecTOP.

Xem hướng dẫn đăng ký tài khoản và tạo hồ sơ tại đây.