Customer Service Officer

2 weeks ago

Hanoi, Vietnam British University Vietnam Full time

**Job Description**:
British University Vietnam (BUV) is the first and only international University in Vietnam to award direct British degrees from the prestigious University of London and Staffordshire University. BUV’s mission is to develop highly employable graduates who are first and foremost good human beings with ethics of kindness and caring.

They will also be:

- Cross disciplinary in skills and language;
- Innovative, imaginative, and respectfully confident;
- Committed to continuous learning and development.

BUV expects all its staff, students and stakeholders to be courteous and care about the wellbeing of people; to respect their environment; and be socially and culturally inclusive.

Established in 2009, BUV provides teaching for undergraduate and graduate programmes. Employability rates for students are exceptionally high with 100% of graduates from BUV either having a job or continuing higher education within 3 months following graduation.

With a wide network of more than 400 enterprise partners in various fields, and internship programmes from the first year, BUV helps students gain professional knowledge and practical skills to meet employers’ requirements as well as be ready to develop their careers immediately after graduation.

Students study at BUV’s world class and state of the art campus in the Ecopark township, with its state-of-the-art teaching and learning facilities and an iconic design, BUV is recognised as one of the best educational environments in Asia.
- Job Title- Customer Service Officer- Post on- Reports To- Manager, Student Recruitment- Experience**POSITION PURPOSE**:
This position is expected to provide support to Student Recruitment Team in recruiting new students to study English, Pathways, and Undergraduate and Postgraduate programmes for British University Vietnam annually. The officer takes charge of managing customer service process, telesales team and student ambassador team.

**AREAS OF RESPONSIBILITY**:

- **Develop Customer Service Process**
- To assist the Student Recruitment Manager in developing a customer service process to provide after-sales service to existing customers of different programmes: pre-university English, Foundation, Undergraduate, and Post-graduate programmes.
- **Manage Telesales Team**
- To hire, train, and manage a team of telesales interns to assist the Student Recruitment Representative team in qualifying prospects and promoting recruitment activities for all programmes.
- To develop telesales scripts for various audiences, events, and campaigns to achieve the highest conversion rate from leads to enquiries or registrations to attendances.
- To develop data scanning plans and oversee the performance of Telesales interns to ensure that the team meets KPIs.
- To work with IT department and suppliers to ensure that the call management system is operational and that customer calls are always of the highest quality and satisfaction.
- **Manage Student Ambassador Team**
- To hire, train, and manage Student Ambassador Team to assist the Student Recruitment Representative team in attending events and promoting recruitment activities for all programmes.
- Create an assessment and reward system to track performance and encourage the team to participate effectively in events and meet the team’s KPI
- **General**
- To actively take part and take charge in the organisation’s internal, promotion and student recruitment events and seminars, which occasionally be organised during the weekend and in different provinces in Vietnam and overseas.
- To provide periodic market research to update education industry knowledge and trend, especially in the international university market.
- To prepare and submit reports/proposals requested by the Line manager and undertake any other assignments/duties when required by management.

**POSITION SPECIFICATIONS**:
**COMPETENCIES **_(knowledge, skills, and abilities)_**
- Essential_
- Vietnamese national
- Holder of a bachelor’s degree, preferably in Business, Foreign Languages, or a relevant field
- At least 02 year of proven customer service experience, preferably in the education sector and related to international higher education. Working experience in an international working environment (e.g., in a foreign multinational company in Vietnam or elsewhere) will be advantageous
- Excellent communication skill with a strong sales aptitude including a clear, confident speaking voice and a friendly and a friendly rapport with customers
- Good in planning, organizing and especially executing
- Proven ability to achieve a high level of attention to detail and information accuracy
- Excellent in working under pressure to meet individual and team targets
- Excellent written and verbal communication skills in both Vietnamese and English
- Desirable _
- Study background from international universities in Vietnam or oversea universities is an advantage
- Strong research, analytical and problem-solving skills

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