Head of Customer Service
Job Summary
As the Head of Customer Service and Enrolment, you will oversee all customer service and enrolment operations across Learning Point's centres. You will be responsible for developing and executing strategies to meet sales, enrolment, retention, and conversion targets while delivering exceptional customer service experiences. You’ll lead a team and ensure that all processes run smoothly and efficiently, aligning with company goals and enhancing long-term customer relationships.
Responsibilities
- Drive enrolment and retention strategies
- Lead and manage customer service team
- Oversee centre operations and branding
- Optimize trial-to-enrolment conversion
- Manage teacher scheduling and workflows
Required Skills
- 3+ years managerial experience
- Sales and negotiation skills
- Fluent in Chinese
- Strong leadership capabilities
- Business management degree
Job Details
Position: Head of Customer Service and Enrollment
Work Location: Thomson Plaza (Comfortable to travel to other locations when required)
Work Days: 4 weekdays and 1 weekend
Job Responsibilities:
- Responsible for driving enrolment, enhancing brand visibility, and ensuring seamless centre operations.
- Manage the full enrolment journey, optimise trial-to-enrolment conversion, and implement retention strategies.
- Lead the customer service team to ensure seamless, high-quality experiences for all parents and students; handle feedback and escalations professionally.
- Oversee branding, digital content, marketing outreach, and ensure consistent communication across platforms to enhance centre visibility and support enrolment goals.
- Manage teacher scheduling, centre operations, and workflow processes; ensure operational efficiency and smooth coordination with other departments.
- Conduct market research, develop business strategies, foster partnerships, and plan special programmes or events to support growth objectives.
- Continuously assess and enhance customer experience and internal processes to improve customer experience and business performance.
Job Requirements:
- Bachelor’s Degree in Business Management or related field.
- At least 3 years of managerial experience, preferably in education, with a strong understanding of the industry.
- Must work on Saturdays.
- Customer-centric mindset with strong problem-solving skills.
- Excellent verbal and written communication.
- Able to communicate fluently with Chinese-speaking parents.
- Sales, negotiation, and retention skills to drive enrolment growth.
- Leadership and team management capabilities.
- Highly organised and able to manage multiple priorities efficiently.