Responsibilities

- Be up-to-date with product knowledge of ILA courses, methodology, systems (Moodle, ILA connect, ILA accounts, reminder, attendance, gradebook/test score, Student handbook, etc.), etc..

- Make required number of customer calls for each of the identified interaction points daily.

- Track & record customer satisfaction at each interaction point with the business in accordance with communication script & data recording procedures.

- Identify customer’s experience, satisfaction and/or issues at ILA.

- Update the Customer feedback resolution file (CFR): clarify information with customer, record clearly and accurately, inform relevant department.

- Review own or other officers’ accuracy of data recording as assigned by CES

- Make market research calls, facilitate in customer focus groups, or customer-facing research.

- Any other reasonable task assigned by the CES

KPIs:

● number of calls/CFRs per day

● quality of data recorded for customer issues or complaint

Skill Requirements

Skills: 

     - Analytical skills

     - Communication skills

     - Attention to detail

     - Basic programming

     - Math skills

     - Descriptive statistics

     - Project Management

     - Industry Knowledge

 

Language: Fluent English language

Computer: Microsoft Office, particularly Excel and Powerpoint (or like presentation system)

 

Other requirements: Ability to learn and keen to improve knowledge in the field of Customer Experience.

Required Experience

2 years of experience in a service related role

Required Education and qualifications

Bachelor Degree 

Benefits

- Competitive salary
- Insurance fully provided
- Private insurance will be provided for official staff
- Discount up to 90% on English tuition fees for staff and close relatives
- An active, professional, dedicated working environment with experienced managers and friendly colleagues
- Bonding trips and events
- 14 day-off per year along with other benefits according to the company's regulation.