Customer Care Officer
The Customer Care Officer (CCO) assures maximum satisfaction of our internal and external customers by managing their expectations in order to achieve the objective of creating retained, loyal customers. The CCO handles the day-to-day operations of the Language Center and performs marketing and administrative functions. Other key responsibilities include supporting digital marketing activities, and sales retention and acquisition functions.
QUALIFICATIONS:
- Strong English communication skills
- 2 to 4 years of experience in customer service in a corporate setting
- Strong working knowledge of Microsoft Office and Google apps
- Positive attitude and high level of motivation
- Willing to work on Saturdays
- Willing to work in Ortigas and Makati
- Can work from home if needed (due to quarantine restrictions)
- Available to start immediately
RESPONSIBILITIES:
Customer acquisition activities
- Handles initial inquiries (direct & indirect)
- Supports and tracks local marketing activities and promotional events
- Conducts sales activities through enrollment
- Forms and manages groups
- Follows up on unconverted inquiries and inactive customers
Customer retention activities
- Maintains positive customer relations and ensures customer satisfaction
- Conducts customer orientations
- Ensures optimal Language Center appearance
- Encourages customer re-enrollments
- Schedules lessons for customers and instructors
- Schedules and conducts student consultations and counseling
Operations
- Enters and manages customer information in the database
- Prepares invoices, collects customer payments and handles other accounting activities (i.e., sales detail enrollment report)
- Prepares teachers’ payroll
- Prepares reports and required documents for database posting
- Maintains correspondence with customers
Marketing and Social Media activities
- Brainstorm and develop ideas for creative marketing campaigns
- Assist in analyzing marketing data (campaign results, conversion rates, traffic, etc.) to help shape future marketing strategies
- Help gather, analyze and present the brand, competitor insights, trends, and data
- Design and implement social media strategy to align with business goals
- Generate, edit, publish and share engaging content daily (e.g. original text, photos, videos, and news)
- Oversee social media accounts’ design (e.g. Facebook timeline cover, profile pictures, etc.)
Apply Now!
Send your updated resume to humanresources@berlitzph.com or apply via Indeed.com
**Only qualified applicants will be contacted**
Senior Project Coordinator
The Senior Project Coordinator of the German Academy Project supports the Project Head and Project Manager in planning, organizing and monitoring timely submission of deliverables needed by the client. Senior Project Coordinators play a pivotal role in the project as they perform the ground work needed for successful operations. They report to the Project Manager and coordinate with other members of other Berlitz teams that play a part in the project.
QUALIFICATIONS:
- Outstanding English Communication Skills
- 3 to 5 years of relevant work experience is preferred but not required
- Excellent client-facing and internal communication skills
- Solid organizational skills including attention to detail and multitasking skills
- Strong working knowledge of Microsoft Excel and Google apps
- Bachelor’s Degree in an appropriate field of study
- Willing to work on Saturdays
- Willing to work in Makati and Ortigas
- Can work from home on some days if necessary
- Available to start immediately
RESPONSIBILITIES:
- Secure, tally, check, record and file first impression forms, instructor feedback form and customer satisfaction survey form
- Create PED cards for new classes and prepare course outlines and learning cycle forms
- Check and monitor ped cards – completion and accuracy of entries on a daily basis and coordinate with instructors within 24-48 hours, from the time the ped card is checked, any concerns or issues with the deliverable.
- Monitor the completion of learning cycle forms such as first impression forms, instructor feedback form and customer satisfaction survey form, generate a summary of results and report it to project managers / head.
- Send reminder emails to instructors with incomplete deliverables, copying the project manager and/or senior project coordinator of the account
- Monitor attendance and weekly performance of students in the GLT trackers and assist project managers in the reports sent to clients
- Prepare, plot and monitor class schedules in coordination with the project manager/s, senior project coordinators and /or project head
- Update the attendance platform on a daily basis with accurate attendance information.
- Assist project managers in the creation of weekly, bimonthly reports submitted to clients
- Update the class schedules by informing instructors, clients and students on the changes and reflecting the changes in the weekly class schedule trackers
- Monitor the grade book and weekly performance trackers of students on a regular basis and send emails to document when these scores are expected to be recorded in the GLT trackers
- Schedule language aptitude tests [LATs] as requested by clients, orient LAT participants during LATs. Send the final LAT report to client on time.
- Monitor and ensure the preparation of correct teaching materials for upcoming classes in coordination with the Admin or IT support staff
- Coordinate preparations for new and ending classes with project managers.
- Facilitate class activities, awards and recognition events and other promotional events
- Prepare Berlitz certificates for students and coordinate the pick-up dates, record dates of distribution and compile acknowledgement receipts.
- Distribute TELC certificates as scheduled and keep a record of the distribution by compiling the acknowledgment receipts
- Update training quality reports submitted to Franchise team on a monthly basis
- Proctor tests and report any issues that may arise during Berlitz or TELC tests to project managers / head
- Monitor student inquiries / concerns in the helpdesk emails. Compile them and report to project managers
Apply Now!
Send your updated resume to humanresources@berlitzph.com or apply via Indeed.com
**Only qualified applicants will be contacted**
Telc Invigilator (part-time, on-call)
The Telc Invigilator is responsible for monitoring test-takers, searching for suspicious activity, calming highly anxious students, and providing logistical assistance. He or she also assists the Telc Coordinator in some administrative tasks.
QUALIFICATIONS:
- Excellent client-facing and internal communication skills
- Solid organizational skills including attention to detail and multitasking skills
- Bachelor’s Degree in an appropriate field of study
- Willing to work on Saturdays
- Willing to work in Makati
RESPONSIBILITIES:
- With the Telc Coordinator, preparing and allocating test materials, and filling out test protocol forms prior to the scheduled examination or simulation
- Coordinating staff assignments, room/venue arrangements, and other materials and equipment needed for examinations and simulations
- Assisting candidates prior to the start of examinations by directing them to their seats
- Registering candidates by verifying their identity, recording their attendance, and checking that all unauthorized items such as bags, cell phones, smartwatches, etc. are secured in the Cloak Room
- Orienting test-takers about examination instructions and important reminders
- Escorting candidates on toilet breaks ensuring no unauthorized material is consulted and that examination regulations are observed at all times
- Responding to candidates’ queries in accordance with examination regulations
- Following and enforcing exam procedures and regulations
- Handing out test papers and answer booklets before the test begins
- Patrolling the test venue to maintain a steady but calm presence
- Surveying the area to perceive abnormal activity and investigating dubious events
- Reporting acts of cheating and other violations of examination rules to the telc Coordinator
- Accompanying students to the restrooms and confirming that they have signed the register to monitor movements and suspicious behavior
- Collecting test papers and scripts at the end of the test period
- Counting submissions to ensure that all are present and neatly organized
- With the Telc Coordinator, transporting all pertinent materials to predetermined drop-off points in a safe manner
- Checking and reporting the preliminary test results for submission to the GA Team
Apply Now!
Send your updated resume to humanresources@berlitzph.com or apply via Indeed.com