The Service Excellence Team is responsible for ensuring the service quality standards of FirstCom Academy’s operations including but not limited to its training quality, staff and trainer’s service quality by continuously improving the service standards through collating feedbacks and surveys from our new and existing learners to improve our organization's overall standards. The team is also required to support our learners by championing their enquiries related to their courses.
Reports to: Service Excellence Manager
The Service Excellence Executive will support the Service Excellence Manager and the team by proactively managing the Academy’s email and call enquiries from our new and existing learners and also conduct outbound calls for collation of feedback to ensure continuous performance improvement. He/she will also support the data and analysis of quality performance, development and engagement of our training standards.
Key Responsibilities
- Client Coordination and Consultation: Work closely with corporate clients to assess their training needs, providing course recommendations that align with their objectives.
- Course Placement and Enrolment: Facilitate the enrolment of employees into courses, ensuring a match with both the clients' goals and the employees' professional development paths.
- Upselling Additional Courses: Proactively identify and promote additional courses and learning opportunities that would benefit the client, contributing to both their success and our business expansion.
- Scheduling and Rescheduling: Manage all aspects of course scheduling, including rescheduling and course changes, with an emphasis on minimizing disruption and maximizing learning outcomes.
- Ongoing Support and Liaison: Serve as the primary point of contact for corporate clients and their employees, addressing any queries and ensuring a high level of satisfaction throughout the educational process.
- Feedback and Reporting: Regularly collect and report feedback, updating clients on the progress of their employees and suggesting further training opportunities based on performance and feedback.
- Administrative and Record Keeping: Maintain accurate records of client interactions, enrolments, and course schedules, ensuring adherence to data protection and confidentiality standards.
Qualifications:
- Experience in client services, corporate training, or a similar role, with a proven track record in upselling or business development.
- Strong organizational and project management skills.
- Excellent communication, negotiation, and interpersonal skills.
- Proficiency in CRM systems and educational management software.
- Ability to work effectively in a fast-paced and dynamic environment.
Characteristics for Success:
- Strong customer service orientation and relationship-building skills.
- Proactive and efficient problem-solving and decision-making abilities.
- In-depth understanding of educational and training programs, with the ability to articulate and promote these to clients.
- Team-oriented with a collaborative approach.
- Adaptable and responsive to the changing needs of corporate clients and their employees.
