Customer Relationship Executive

Job Summary

Provide comprehensive customer service and operational support at a Chinese language centre, driving enrolment conversion, enhancing service quality, coordinating classes, and managing CRM and student systems to ensure smooth centre operations and customer satisfaction.

Responsibilities

• Provide course consultation to prospective customers to support informed enrolment decisions
• Convert enquiries into confirmed enrolments to drive centre growth
• Support existing customers by addressing their needs and resolving issues promptly
• Review and enhance customer service quality and satisfaction through continuous feedback analysis
• Collaborate with the Marketing team to collect and analyze data for service improvement
• Liaise with teachers and parents to communicate feedback and monitor students' progress effectively
• Review and optimize workflow and operational processes to improve efficiency
• Coordinate and facilitate classes to ensure smooth delivery and scheduling
• Assess and manage the CRM and Student Management System to maintain accurate records and streamline enrolment processes
• Process student enrolments accurately and timely
• Manage facilities to support a safe and conducive learning environment

Required competencies and certifications

• At least 2 to 3 years of relevant work experience in customer service or operational roles
• Effective planning skills and ability to multitask in a dynamic environment
• Strong interpersonal skills to engage with diverse stakeholders
• Proficiency in both English and Chinese to handle customer feedback and liaise with Chinese-speaking teachers and parents
• Proficient in MS Office applications for data management and reporting
• Availability to work on weekends and weekday evenings in line with centre operating hours