Customer Service Officer (CSO) _ Job Description

Job Title



I Can Read Centers

Reports To

Group Center Manager, Center Manager, Senior CSO

Job Purpose

As a Customer Service Officer (CSO), you are responsible for the selling of I Can Read Institute courses to prospective students as well as the aftersales care follow up of your current students.


1.   Key Accountabilities:

  • Meet monthly sales, renewal and referral targets, as set by the Center Manager
  • Ensure all KPIs are met that concern Sales, Student support and care
  • Manage your diary ensuring that all necessary phone calls and appointments are carried out on time
  • Provide reports relating to your activity and sales progress to Group Center Manager & Senior CSO
  • Attend meetings with Sales and Service team
  • Act as a liaison between Student and the Operation Service team
  • Updating Parents students’ progress & renew student’s contracts
  • Deal with any issues or problems that may arise and ensure these are addressed to student’s & Parent’s satisfaction
  • Keeping abreast of all new products or changes related to the courses. Attending any training sessions assigned to you as part of your learning and development
2.   Key  tasks:

  • Generate leads as per expected KPIs
  • Book the correct amount of first appointments so as to ensure correct contracts closure ratio
  • Book second appointments
  • Follow up on the student’s progress plan
  • Book renewal appointments with Parents
  • Hold regular reviews with current students assuring they are progressive with their course
  • Hold systematic Parent’s meeting, Student review lesson meeting
  • Ensuring contracts are processed in a correct and timely manner
  • Providing accurate and timely reports to Senior CSO & Group Center Manager
  • Compiling data, statistics and making accurate sales forecasts
  • Participating in any marketing activities for your Center

Skills & requirements

  • University or College Degree
  • Proven Sales Experience, ideally within the sales of educational products or service/hospitality/gym sector
  • Direct Sales and telesales experience is preferred
  • Good level of English
  • Good communication, observation and presentation skills, able to quickly gain trust from clients
  • Self-confident with a professional appearance and good telephone skills
  • Reliable, disciplined and organized, used to managing own time
  • Comfortable working under pressure and meeting targets
  • Positive and enthusiastic and full of energy by nature
  • Hard-working and resilient
  • Service oriented & Success-driven
  • Knowledge of MS office packages
  • Love children and can take care of children
  • Passion about education, especially educating kid
  • Patient, diligent and creative
  • Working by shifts including weekends

Employee benefits

  • Highly Competitive monthly income (Base, Commission & Bonuses)
  • 13th Month Salary Guaranteed
  • 12 annual leaves per year
  • Compulsory Social Insurance
  • Privilege Health Care Insurance for selected employee.
  • Training And Development Programs, Professional Soft Skills training
  • Individual Learning & Development Opportunities.
  • Employee Engagement Activities
  • Team Building Events
  • Christmas Party, Annual party
  • Happy birthday present

Trả lời

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