Community and Customer Service Officer (Maternity 6 Months)
International School Ho Chi Minh City
Địa điểm làm việc: Hồ Chí Minh
Hết hạn: 01/08/2024
- Chi tiết công việc
- Giới thiệu công ty
Mức lương: Thỏa thuận
Loại hình: Toàn thời gian
Chức vụ: Nhân viên
Mô tả công việc
The Community and Customer Service Officer acts as the first point of contact for all incoming enquiries and requests to the school. Managing the Whole School Helpdesk, the role requires efficient and professional customer service, supporting a variety of stakeholders, including potential parents, current parents, faculty, and students among others. Key responsibilities include answering incoming telephone calls, managing the ISHCMC Community Email Mailbox and other duties to support the parental experience throughout the school.
The Whole School Helpdesk Operator reports directly to the Director of Community & Global Engagement.
Their role includes performing a full range of duties, including but not limited to:
● Ensure all enquiries via telephone and email are politely acknowledged, answered, and forwarded to the appropriate team in a timely manner
● Set a message machine and take messages after working hours
● Log all feedback and customer queries on the parents / teachers / students' inquiries & comments management tool
● Manage large-scale issues and complaints with escalation to the Community Engagement Director where necessary
● Be accountable to and report any concerns or gaps in current or agreed SOPs in the team and with stakeholders
● Provide support for parent, staff and student queries and concerns
● Ensure information on the parent portal is current and accurate when responding to queries. If not, advise relevant stakeholders of changes needed and ensure changes are made
● Ensure resolution of all parent issues. , Document how and when the parent has achieved the expected outcome
● Translate parent documents and support divisions with translation needs for parent conversations where relevant
● Collaborate with the events and communications teams. Inform those teams of parent needs, generate ideas for social media posts to increase and fill parent interest and provide support as needed.
The success of this role is measured by the service level provided to all ISHCMC Stakeholders who contact the school, the level of internal customer service provided to our ISHCMC staff, and the ultimate delivery in providing a solid customer experience to parents, students, staff, and other stakeholders.
The job holder's responsibility for promoting and safeguarding the welfare of children and young persons for whom s/he is responsible, or with whom s/he comes into contact will be to adhere to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all times. If in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, s/he must report any concerns to the School's Child Protection Officer/Designated Safeguarding Lead or to the Head of indeed to the Regional CEP so that a referral can be made accordingly to the relevant third-party services
The Whole School Helpdesk Operator reports directly to the Director of Community & Global Engagement.
Their role includes performing a full range of duties, including but not limited to:
● Ensure all enquiries via telephone and email are politely acknowledged, answered, and forwarded to the appropriate team in a timely manner
● Set a message machine and take messages after working hours
● Log all feedback and customer queries on the parents / teachers / students' inquiries & comments management tool
● Manage large-scale issues and complaints with escalation to the Community Engagement Director where necessary
● Be accountable to and report any concerns or gaps in current or agreed SOPs in the team and with stakeholders
● Provide support for parent, staff and student queries and concerns
● Ensure information on the parent portal is current and accurate when responding to queries. If not, advise relevant stakeholders of changes needed and ensure changes are made
● Ensure resolution of all parent issues. , Document how and when the parent has achieved the expected outcome
● Translate parent documents and support divisions with translation needs for parent conversations where relevant
● Collaborate with the events and communications teams. Inform those teams of parent needs, generate ideas for social media posts to increase and fill parent interest and provide support as needed.
The success of this role is measured by the service level provided to all ISHCMC Stakeholders who contact the school, the level of internal customer service provided to our ISHCMC staff, and the ultimate delivery in providing a solid customer experience to parents, students, staff, and other stakeholders.
The job holder's responsibility for promoting and safeguarding the welfare of children and young persons for whom s/he is responsible, or with whom s/he comes into contact will be to adhere to and ensure compliance with the relevant Cognita Safeguarding; Child Protection Policy and Procedures at all times. If in the course of carrying out the duties of the role, the job holder identifies any instance that a child is suffering or likely to suffer significant harm either at school or at home, s/he must report any concerns to the School's Child Protection Officer/Designated Safeguarding Lead or to the Head of indeed to the Regional CEP so that a referral can be made accordingly to the relevant third-party services
Yêu cầu công việc
● To embrace the School's mission, vision, and values.
● Shared commitment to safeguarding and promoting the welfare of children and young people.
● Self-motivated with an eye for detail.
● Demonstrate a growth-mindset
● Phone skills, confident in calling parents and communicating with faculty
● Ability to deal tactfully and confidently with telephone callers and emails senders; ability to remain calm, composed, and flexible within a busy and demanding environment
● Organization skills
● Customer focus and handles pressure with tact and kindness.
● Ability to work independently with minimal supervision, as well as in a small team environment, sharing workload with another helpdesk operator and covering where necessary.
● Reliable, flexible, and honest, with ability to multitask and meet deadlines.
● Proven ability to maintain confidential information and discretion.
● Proven ability to communicate well across levels and nationalities with people from diverse backgrounds.
● Verbal, listening and writing communication, fluent in both English and Vietnamese
● Knowledge of other foreign languages is an added advantage.
● Knowledge of working on CRMs is preferred.
● Intermediate skills in Microsoft Office Suites and Google are necessary
Education
● College Graduate Qualification
● English Proficiency Recognition
Experience
● At least two years of work experience as a receptionist or in a customer service role
● Experience in an educational industry, servicing a multi-national clientele is an advantage.
● Shared commitment to safeguarding and promoting the welfare of children and young people.
● Self-motivated with an eye for detail.
● Demonstrate a growth-mindset
● Phone skills, confident in calling parents and communicating with faculty
● Ability to deal tactfully and confidently with telephone callers and emails senders; ability to remain calm, composed, and flexible within a busy and demanding environment
● Organization skills
● Customer focus and handles pressure with tact and kindness.
● Ability to work independently with minimal supervision, as well as in a small team environment, sharing workload with another helpdesk operator and covering where necessary.
● Reliable, flexible, and honest, with ability to multitask and meet deadlines.
● Proven ability to maintain confidential information and discretion.
● Proven ability to communicate well across levels and nationalities with people from diverse backgrounds.
● Verbal, listening and writing communication, fluent in both English and Vietnamese
● Knowledge of other foreign languages is an added advantage.
● Knowledge of working on CRMs is preferred.
● Intermediate skills in Microsoft Office Suites and Google are necessary
Education
● College Graduate Qualification
● English Proficiency Recognition
Experience
● At least two years of work experience as a receptionist or in a customer service role
● Experience in an educational industry, servicing a multi-national clientele is an advantage.
Quyền lợi được hưởng
Thưởng
Attractive salary and benefit package
Chăm sóc sức khoẻ
Private healthcare package
Nghỉ phép có lương
12 Annual leaves + 13 Additional paid leaves
Attractive salary and benefit package
Chăm sóc sức khoẻ
Private healthcare package
Nghỉ phép có lương
12 Annual leaves + 13 Additional paid leaves
Thông tin khác
NGÀY ĐĂNG
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Giáo Dục > Quản Lý Giáo Dục
KỸ NĂNG
Communication, Customer Service
LĨNH VỰC
Giáo dục/Đào Tạo
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
2
QUỐC TỊCH
Không hiển thị
Xem thêm
[protected info]
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Giáo Dục > Quản Lý Giáo Dục
KỸ NĂNG
Communication, Customer Service
LĨNH VỰC
Giáo dục/Đào Tạo
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
2
QUỐC TỊCH
Không hiển thị
Xem thêm
Nộp hồ sơ liên hệ
International School Ho Chi Minh City
Thông tin chung
- Mức lương: Thỏa thuận
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