English Language Academy (ELA)

Client Service Supervisor

Customer ServicePosted 3 mo ago

Location

Phnom Penh

Job Type

FULLTIME

Experience level

Mid-Senior

Work Mode

On-site

Industry

Education

Languages

English, Khmer

About the role

The Client Service Supervisor is responsible for overseeing the front-line customer service team and ensuring the delivery of an exceptional experience for all prospective and current clients.
This role focuses on driving enrollment, managing inquiries, resolving customer concerns, and coordinating closely with the academic team to ensure the smooth operation of the learning center.
DUTIES & RESPONSIBILITIES: Team Leadership & Supervision Supervise, train, and mentor the client service and reception staff to ensure high performance and professionalism.
Manage staff schedules, assign daily tasks, and conduct regular performance reviews for the client service team.
Foster a positive, customer-centric team culture that aligns with the organization’s values and goals.
Customer Experience & Enrollment Oversee the end-to-end enrollment process, ensuring accurate registration, placement testing coordination, and onboarding of new learners.
Act as the primary point of contact for complex inquiries, escalated complaints, and feedback from learners or their parents, resolving issues promptly and professionally.
Drive retention and re-enrollment efforts by building strong relationships with clients and communicating course benefits effectively.
Ensure the reception area is welcoming, organized, and adequately supplied with promotional and informational materials.
Administration & Operations Maintain and update accurate learner databases, attendance records, and payment systems.
Oversee cash handling, invoicing, and receipting processes, ensuring compliance with the organization's financial policies.
Coordinate with the academic department regarding class schedules, room allocations, and teacher availability.
Assist in organizing open days, promotional events, and other center activities to attract new learners.
Reporting & Compliance Track and prepare regular reports on enrollment figures, inquiry conversion rates, and customer satisfaction metrics.
Ensure all client service activities and data handling comply with organizational policies and privacy standards.

Required Skills

Team LeadershipSupervisionTrainingMentoringPerformance ManagementCustomer Relationship ManagementEnrollment ManagementInquiry ManagementCustomer ServiceConflict ResolutionProcess CoordinationData ManagementRecord KeepingCash HandlingInvoicingFinancial Policy ComplianceReportingData AnalysisCompliance ManagementOrganizational Policies

Benefits

Competitive employment benefits
Clear staff development pathway
Ongoing training
Performance coaching
Opportunities for career progression

About English Language Academy (ELA)

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ELA fosters a warm, collaborative, and inclusive working environment in Cambodia, blending local and international professionals passionate about education.

Industry

Education