SALES & CUSTOMER MANAGEMENT EXECUTIVE

Employment Type: 3 month contract

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1. Job Purpose

The primary responsibility of a Sales & Customer Management Executive (SCME) is to achieve outstanding sales performance, including both new student acquisition and re-enrollment, in order to support the Teaching Centre in meeting or exceeding its targets.

In addition, the SCME is responsible for delivering a seamless and positive customer experience when handling enquiries related to English language services. This role ensures high-quality, efficient, and well-integrated customer management across both pre-sales and post-sales stages, while consistently meeting established Key Performance Indicators (KPIs).

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2. Key Responsibilities

• Sales, Customer Care & Follow-up:
• Provide consultation to students or parents on English language courses, acting as the Single Point of Contact (SPOC) for prospects and guiding them throughout the journey from initial enquiry to final enrollment.
• Administer placement tests for both local and overseas students when required, ensuring the recommended courses align with learners’ needs while maximizing opportunities for cross-selling and upselling.
• Follow up with customers who have completed consultations and/or placement tests but have not yet enrolled, offering suitable alternatives to encourage course registration.
• Maximize conversion rates from enquiries and placement tests to actual enrollments through proactive follow-up via phone and email, ensuring a smooth and efficient customer journey.
• Utilize Salesforce CRM to track daily sales performance and take timely actions to achieve or exceed targets for both new and returning students.
• Handle student registrations, reservations, and waitlists, ensuring all information is accurately recorded and maintained within the system.
• Customer Management:
• Deliver excellent post-sales services to students, ensuring a positive and seamless experience throughout their learning journey at the Teaching Centre.
• Respond to all customer enquiries and requests across multiple channels in a timely and professional manner.
• Ensure existing customers are well-informed about re-enrollment periods and promotional offers through appropriate communication channels such as emails, phone calls, or other direct touchpoints.
• Manage student registrations, reservations, and waitlists, ensuring all data is accurately updated in the system.
• Handle payment processing accurately within the system, including course registrations, placement tests, examinations, and other related services.
• Perform daily revenue reconciliation to ensure all transactions are recorded correctly.
• Maintain and update databases and reports promptly, ensuring accuracy and compliance with internal standards.
• Provide necessary administrative support to enhance overall customer experience and service quality.
• System
• Demonstrate proficiency in using internal systems such as CRM and other operational platforms to ensure smooth and efficient processes.
• Product & Offer Knowledge
• Continuously build and maintain strong product knowledge through training sessions and class observations.
• Stay up to date with pricing, promotions, and discount schemes through regular briefings and professional development activities
• Data collection and reporting
• Input and manage Teaching Centre data in relevant systems in line with internal guidelines, ensuring all reports and databases are accurate, up to date, and properly maintained.
• Housekeeping
• Ensure all promotional materials in public areas are up to date, professionally displayed, and adequately stocked.
• Monitor front-of-house equipment and furniture to ensure they are in good working condition.
• Maintain a clean, organized, and professional front-of-house environment in compliance with health and safety standards.
• General
• Comply with all Standard Operating Procedures (SOPs) relevant to the role.
• Undertake any additional tasks as assigned by the Line Manager.
• Participate in ongoing training, professional development, and skills enhancement programs as required.
• Fully engage in the performance management process and agreed performance objectives.
• Contribute to projects in line with the Performance Agreement.
• Complete all mandatory internal training modules as required.
• Other Responsibilities and Duties
• Work collaboratively with the broader Sales and Customer Management team to support both new and existing customers, ensuring smooth and efficient operations of the Centre. This may include supporting activities across different branches when needed.
• Participate in customer engagement and promotional events such as Open Days, parent events, seminars, receptions, and offsite activities.
• Provide support for sales and marketing initiatives (both onsite and offsite) to increase brand awareness and generate potential leads for the Centre.

3. Requirements

• Experience in sales, consulting, or customer service
• Strong communication and persuasion skills
• Ability to work towards KPIs/targets
• Detail-oriented, responsible, and able to work under pressure
• Experience in education or English centres is a plus

4. Compensation & Benefits

• Salary: 15TR VND/month (gross)
• Full statutory insurance (SI, HI, UI) in accordance with Vietnamese labor law
• Additional health and accident insurance
• Professional, international working environment
• Opportunities to participate in internal activities and company events

5. Working Hours:

• 5 days per week, 2 days off
• Monday – Friday: 12:00 (or 12:30) PM – 8:00 (or 8:30) PM.
• Saturday – Sunday: 7:30 AM – 4:30 PM.
• Break time: 1 hour per shift.

6. Location:

• The Grace, 71 Hoang Van Thai Street, District 7