Responsibilities:
Customer Service Process Development

• Create, unify, and roll out customer service workflows, codes of conduct, and standard operating procedures (SOPs).
• Define and uphold service quality benchmarks across all locations.
• Conduct periodic reviews to refine and refresh customer service documentation.

Training & Development

• Design and implement training modules for Customer Service Executives and Teaching Assistants.
• Partner with the Training Department to organize regular internal workshops and skill-building sessions.
• Assess training impact and make necessary adjustments to content and delivery methods.

Operations & Performance Oversight

• Lead and support Customer Service Executives to maintain high standards of service.
• Track and manage customer feedback and complaints, ensuring they are resolved promptly and professionally.
• Review service data and feedback to pinpoint areas for improvement.
• Study customer patterns and behaviors to develop strategic, data-informed retention initiatives.

Project Management

• Oversee service-focused projects and initiatives throughout the organization.
• Collaborate with cross-functional teams to ensure projects are executed efficiently and on schedule.

Interdepartmental Collaboration

• Act as a key point of contact between Customer Service and departments such as Academics, Training, Marketing, and Operations.
• Work cross-functionally to ensure a cohesive customer experience and effective retention strategies.

Requirements:

• Bachelor’s degree in Business Administration, Education, Communications, or a closely related discipline
• Minimum of 5 years’ experience in a customer service leadership position, ideally within the education or service sectors
• Demonstrated ability to design service protocols and lead internal training initiatives
• Proven aptitude for cross-department collaboration and team leadership
• Deep customer orientation with a strong grasp of client expectations and a commitment to service excellence
• Effective leadership and team-building capabilities
• Skilled in designing and delivering training programs
• Expertise in developing operational processes and strategic planning
• Exceptional communication abilities and proficiency in handling customer concerns
• Experience managing projects and tracking performance metrics