Customer Service Manager

COMPANY DESCRIPTION Headquartered in Singapore, The EtonHouse International Education Group has 120 schools across 11 countries. We run pre-schools as well as K-12 international schools. Together, these schools provide internationally recognized programmes and high-quality education to over 20,000 students globally. The group also runs enrichment programmes and cutting-edge ed-tech programmes to scale the provision of high-quality education in pre-schools. Over the last 27 years, EtonHouse has been at the forefront of international education in the Asia Pacific region and has won numerous awards. In 2019, our founder, Mrs. Ng Gim Choo won the EY Entrepreneur Of The Year Award in the Education category.  In addition, EtonHouse was recently selected to be in the inaugural cohort of the Scale-Up SG programme, which is an Enterprise Singapore programme selecting high-growth potential local companies which can be groomed into future global champions. With children at the heart of what we do and the vision to make good quality education accessible to every child in Singapore, EtonHouse launched the EtonHouse Community Fund (ECF) in 2015. As an independent IPC charity, ECF continuously runs initiatives to make a difference in the lives of vulnerable children.   EtonHouse Vision Shaping the future through education   EtonHouse Mission Developing confident and capable global citizens   Be a part of the EtonHouse family We welcome passionate and dedicated professionals who share our belief in the power of education. Together, we can make a meaningful difference to children and society through education. RESPONSIBILITIES This position requires the candidate to work closely with the Director of Enrichment in the function of managing the centre and customer service department. This position will provide customer care services to students and their parents, as well as operational support for the centre. Essentially this position will be required to build strong and trusting relationships with internal and external customers and internal departments. Job Role & Responsibilities 

• Direct and supervise staff across outlets to ensure they meet set objectives.
• Provide training to employees to develop their skills and enhance their job performance.
• Monitor the activities of the customer service team to ensure a satisfied clientele.
• Responsible for the opening, closing and running of the premises.
• Reception duties, answering any phone and email enquiries.
• Deliver a professional and high-quality service experience in a customer-facing role.
• Acquire a strong working knowledge of the organisation’s programmes and services.
• Handle customers’ queries, feedback and enrolment promptly and professionally.
• Provide customers with clear explanations on our programmes while at the front desk.
• Maintain close liaison with all other departments in order to have a good understanding of the operational flow and ensure a seamless client experience.
• Take the extra mile to engage customers.
• Develop great rapport with parents, children as well as teachers to build brand loyalty.
• Perform any other duties and responsibilities as and when assigned by Management.
• Oversee a team of customer service officers in across all centers
• Submit weekly, monthly and quarterly enrolment report
• Plan replacement classes and last minute cover schedule
• Responsible for accurate and timely invoice and payment

QUALIFICATIONS

• Possesses at least a degree in any discipline with excellent people management skill and strong business sense.
• Required to work shift hours and on weekends (Wednesday to Sunday).
• Strong proficiency in written and spoken English.
• Being effectively bilingual would be a strong advantage.
• Candidates who have worked in the hospitality or education industry are most preferred.
• Possesses emotional maturity and passion for customer service.
• Familiar with CRM systems and practices.
• Good team player, possesses the ability to work with minimal supervision.
• Positive, extroverted and outgoing personality.
• Well-groomed with a professional disposition.
• Flexible, able to manage change and ambiguity well and able to work under tight deadlines.
• Careful, meticulous, with an eye for detail.
• Ability to be composed under pressure
• Attention to details
• Well-organised, methodical with strong time-management abilities to manage multiple tasks.

  OTHER INFORMATION To travel to other The Eton Academy centres when required.  Please note that your application will be sent to and reviewed by the direct employer - EIH - HQ