Customer Relations Manager

*Job Highlights* Free English course benefits throughout your employment Opportunity to use English in actual work alongside executives and native instructors 5-day work week (2 consecutive days off) Social Security and Group Health Insurance

---- ----- ----- ----- ------ ----- ----- Scope and Responsibilities

• Plan and control service standards (Service Excellence & SOPs): Define standards for reception and customer relations through both On-site channels at the MBK Center center and Online Channels to deliver a premium Student Experience.
• Manage customer database systems (CRM & Student Lifecycle): Oversee the recording, analysis, and management of the CRM system, tracking student care from initial inquiry to class attendance and exam score follow-ups.
• Elevate satisfaction and referral rates (Retention & Referral Strategy): Design strategies to build long-term relationships with students and parents, increasing Re-enrollment rates and referrals.
• Strategic coordination with Academic and Sales teams: Work closely with the Sales & Academic teams.
• Manage complaints and proactive problem-solving (Escalation Handling): Act as the central point for resolving complaints or complex cases professionally to maintain the institution's trust and reputation.
• Team Leadership & Coaching: Train and supervise front-line service staff (Front Staff / Officers) to possess a Service Mindset, psychological communication skills, and an understanding of international curricula.
• Oversee daily operations for maximum efficiency, such as providing initial information to customers both offline and online, coordinating between customers and the Sales team or related departments, following up on sales leads, assisting with customer calls, and updating the CRM customer management system.
• Other assigned duties.

Qualifications: Bachelor's degree or higher in Marketing, Business Administration, English, Service Management, or a related field. At least 2 years of direct experience in a supervisory or management role in Customer Service / Customer Relations / Student Services (experience from educational institutions, language centers, or premium service businesses will be given special consideration). Good English communication skills, able to coordinate with foreigners confidently. Leadership skills, problem-solving skills, and effective negotiation skills. Understanding of CRM system usage and customer data management. Able to work on Saturdays and Sundays (5-day work week with 2 consecutive days off on weekdays).