ELA English Academy

Client Service and Reception Supervisor

Customer ServicePosted 2 mo ago

Location

Phnom Penh

Job Type

FULLTIME

Experience

1+ Years

Experience level

Mid-Senior

Work Mode

On-site

Industry

Education

Languages

English, Khmer

About the role

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.
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.
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.
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.
Perform other tasks as assigned by the immediate supervisor.

Requirements

Bachelor’s degree in Administration, Communications, Hospitality, or a related field.
Minimum 3 years’ experience in customer service, sales, or front-desk operations, with at least 1 year in a supervisory or team lead role is preferred.
Proven experience in handling customer escalations, sales conversions, and basic financial transactions.
Strong leadership and team-building capabilities.
Proficiency in MS Office (Word, Excel) and experience using CRM or student management systems.
Excellent written and verbal communication skills in both English and Khmer.
Problem-solving mindset with the ability to remain calm and professional under pressure.
High attention to detail, reliability, and strong organizational skills.
Previous experience working within an educational or training institution is highly preferred.

Required Skills

AdministrationCommunicationsHospitalityCustomer ServiceSalesFront-desk OperationsSupervisoryTeam LeadHandling Customer EscalationsSales ConversionsBasic Financial TransactionsLeadershipTeam BuildingMS OfficeWordExcelCRMStudent Management SystemsWritten CommunicationVerbal Communication