Customer Service Supervisor

The Customer Service Supervisor position at Speak UP is waiting for you who speaks English well and In charge of supervise customer service team in welcoming customer & caring services of SUV
Job Description
*** Reception/ Welcoming
- Welcome customer walk in the school.
- Answer incoming calls, positively and warmly; Accurately direct caller to the appropriate people courteously and professionally.
- Print out, follow and update status of customer list that booked by sales department.
- Ensure the tidiness & presentability of the entrance to reflect positive impression of customers.
- Update the timetable of all the classes on the notice board.
- Prepare materials for the Academic department.
*** Student Services
- Confirm attendance, book/cancel classes for customers.
- Print out waiting list & attendance list of the classes; monitor the booking process by papers. Call customers to fill in under-attended classes.
- Prepare end-level Certificates for students.
- Liaise with teachers to follow inactive/missing students by constant reminding & motivating.
- Receive customers’ complaints and direct them to Line Manager for suggestion; follow up the resolution and update the clients until the case is closed.
- Encourage students to practice English or participate in E-zone.
- Work with Line Managers to deliver a caring program to students in order to increase their satisfaction/retention/referral.
*** Scheduling
- Set up weekly schedule for students and teachers in an efficient way.
- Regularly monitor the booking process to ensure all classes are attended effectively.
*** Recruitment & Training
- Assist Head of Studies in recruiting qualified Receptionist Officer.
- Conduct training & coaching program to equip newcomers with skills & knowledge to perform the tasks efficiently.
- Continuously monitor staff’s performance to intervene and support when necessary.
*** Staff management
- Manage the performance of each staff, ensuring the result meet targeted KPI.
- Resolve staff conflict
- Develop staff competency to increase the productivity of the team.

- The wage agreements in interview - Insurance and Paid - leaves as required by Labor Law - Able to work in an active and professional working environment