- Supervise and guide a team of customer service representatives to ensure efficient and effective service delivery.- Develop and implement customer service procedures, policies, and standards.- Monitor and analyze customer service interactions to identify areas for improvement and implement necessary changes.- Collaborate with other departments to address and resolve complex customer issues.- Train and onboard new customer service representatives.- Handle escalated customer complaints and provide timely resolutions.- Conduct regular performance evaluations for team members and provide constructive feedback for their professional development

- Train new Homeroom Teachers.- Provide scripts for Customer Service process.- Assist Customer Service team members in solving feedbacks from parents, students' learning process / attitude issues.- Keep track of Customer Service team members' performance. - Ensure the renewal rate cross centers. - Cooperate with other departments to efficiently carry out events for our current students.

- Support Teachers in Class: assist with preparing materials before class, check student's homework, compose and provide class reports to parents after each lesson, provide weekly progress/behaviour reports weekly.- Customer Care: provide parents with reports relating to students' study progress, be the contact point between parents and centers, handle parents' feedbacks/complaints following company's policies, understand parents' need and provide prompt action to maintain the highest satisfaction level possible to ensure Retention Rate.- Other admin tasks: update students' tuition status on the system, book stock control, provide scripts to mass deliver cross centers via messages, personal retention rate status update.

- Teaching Communication courses.Level: Base - Intermediate

- Supporting teachers in in-class activities.- Checking students'​ attendance.- Giving comments to parents to inform about students' performance at school monthly.