Customer Care Supervisor (Welcome Candidate from Hospitality)

Department: English Language Training
Reports To: Department Manager (DM) or Centre Manager (CM)
Direct Subordinates: Teaching Assistants (TA) / Customer Care Officer (CCO)
Job Purpose In charge of re-enrollment and customer service at centre as per the company’s budget and target. Monitor staff and teaching assistants’ performance to make sure their performance is accurate, professional and effective
Working Relationships
Internal: FO, Academic, ELT, TA and HO departments
External: Customers
Responsibilities
Re-enrollment
- Monitor on-going class weekly to take prompt action for any issue to make sure customers are happy
- Monitor re-enrollment weekly to make sure that CCO follow up re-enrollment well
- Monitor administration for re-enrollment process to avoid problem and make customer happy
Customer satisfaction (CSS)
Customer Care
- Monitor CCO and TA Team to deliver good customer service and customer care
- Maintain and improve customer service and care at centre
- Handling requests and complaints
- CSS Follow Up
- Monitor pass/fail rate
Training and Development
- Conduct Workshop/Training for TA and CCO
- Suggest courses to Academic/HO
- CCO and TA Development
Centre operations
Property management
- Maintain the building (office, classrooms, corridors, lobby, stairs, lifts, WCs, etc) in proper conditions: tidy, clean and safe;
- Maintain all facilities and equipment in proper conditions: clean, safe and workable;
Staff supervising
- Observe/monitor to make sure CCO’s performance is accurate and professional;
- Monitor to make sure CCO follow policies, procedures, instructions, internal regulations and standards;
- Check ERP to make sure every process is applied correctly;
- Arrange staff working schedule
Inventory
- Responsible for appropriate forecast and ordering of books and materials for centre use
Course administration
- Before a class start: classroom, teacher, TAs, books, CDs, POS, resources;
- During the course: class visit, callings, tests, resources, survey, results, telesales
Marketing
- Prepare and organize all ELT activities for students at centre
- Support all local marketing events at centre
TA management
Teaching Assistant recruitment
- Forecast TA
- Recruitment process
- Induction
Scheduling
- Scheduling (Class/Substitution/Supervision/Level Testing)
- Supporting Tasks
- Taking class when requested
- Cover absent TA/absent Level Tester when requested
- Arrange right TA for right class
- Smart Scheduling
Remuneration
- TA Salary/Scale raise
- Contract
- Loyalty Award
- Excellent Award
- Leave and Termination
TA Performance management
- Observation: conduct, corrective action
- Performance Appraisal
- Disciplinary Process
- Social/Motivation activities

- Competitive Salary - Premium Healthcare Card - 14 days full Paid leave