Customer Service and Communications Coordinator

Join Our Team as a XX at Finest Future!

Hey there! Are you ready to embark on an exciting adventure with Finest Future? We’re on the lookout for a dynamic and dedicated XX to join our team. If you have a passion for helping others and thrive in a fast-paced environment, this might be the perfect opportunity for you!

Key Responsibilities:

Customer Support:

• Serve as the primary point of contact for inquiries and requests from parents or guardians of students.
• Offer support via phone, email using Freshdesk, and in-person interactions (serving both online and onsite customers).
• Provide 1:1 customer service via Zalo, WeChat, WhatsApp, and other quick chatting channels.
• Establish groups for each customer family to implement a direct customer service model.

Help Desk Management:

• Manage the help desk for parents or guardians, addressing concerns, resolving issues, and escalating complex matters.

Communication Coordination:

• Coordinate internal and external communications to ensure clarity and consistency.
• Support customers in the residence permit process.

Action Plan Development:

• Develop and implement action plans for handling various scenarios, including common questions and concerns.
• Follow up on students' study status.

Product Transition Facilitation:

• Facilitate the transition between different products, such as from FRESH to FAST.

Enrollment Management:

• Manage enrollment inquiries, providing information about upcoming groups and registration.

Collaboration with Staff:

• Collaborate with teachers and staff for communication materials like logbooks and newsletters.
• Update students' statuses in Salesforce/Ikon/logbooks/lists.
• Support students struggling with their studies, contacting families when necessary.
• Handle operations for pausing, withdrawing, or quitting situations.

Administrative Support:

• Assist with administrative tasks such as data entry, document preparation, and scheduling.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Experience in customer service or a similar role preferred.
• Excellent communication skills in English and Vietnamese; Burmese is a plus.
• Strong organizational skills and task prioritization.
• Proficiency in Microsoft Office Suite and relevant software.
• Ability to work independently and in a fast-paced environment.
• Knowledge of the education or childcare industry is a plus.