Customer Care Manager

7 days ago

Kuala Lumpur, Malaysia Two Eight M Full time

**Tuition Centre Customer Care Manager**

**Key Responsibilities**

1. _Lead Academic Affairs._
Oversee student retention, teacher relations, and parent engagement.

2. _Boost Student Retention._
Implement strategies to reduce withdrawals by 20% by December 2024.

3. _Upsell Courses_.
Achieve a 25% increase in enrollments for additional courses by end-2024.

4. _Develop SOPs._
Create and enforce operating procedures to streamline daily operations.

5. _Collaborate Cross-Departments._
Work closely with the Business Development unit for smooth transitions and align efforts on student growth.

6. Growth Target.
Expand student body from 200 to 450 by December 2024.

**Major Objectives**
1. Retention & Satisfaction.
Lead retention strategies with measurable goals (30% reduction in withdrawals).

2. Course Sales.
Drive upsell initiatives with existing students (25% increase in extra courses).

3. Operational Excellence.
Implement SOPs and ensure team compliance across all departments.

**Critical Tasks**
1. Conduct operational audits within 30-60 days and report findings.

2. Execute a 30-60-90 day action plan to address immediate challenges.

3. Lead major student and parent engagement projects and new course launches.

4. Manage and scale operations to support growing student enrollment effectively.

**Requirements**:
2. Proven a minimum of 3 years experience managing tuition centers or similar educational environments.

3. Strong leadership and project management skills.

4. Excellent communication and crisis management abilities.

5. Strategic thinker with a hands-on approach to problem-solving.

**_**Are you a decisive leader with a passion for driving operational growth in education? Join our team and make a lasting impact**_*

**Job Type**: Freelance

Pay: From RM5,000.00 per month

**Benefits**:

- Work from home

Schedule:

- Monday to Friday
- On call

Supplemental Pay:

- Performance bonus

**Experience**:

- managing a tuition centre: 3 years (required)

**Language**:

- & write in Chinese (required)
- & write advanced English language (required)

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