Client Services Manager

General Responsibilities

1. Digital Communications

• Engage with students, tutors, parents, and guardians through digital channels like WhatsApp, emails, and calls.
• Manage communications effectively to address queries, provide support, and facilitate smooth interactions.

2. Service Management

• Handle service management tasks to support the sales pipeline.
• Ensure efficient delivery of services to meet customer needs and expectations.

3. Operations

• Execute general operational tasks related to the business activities of the company.
• Maintain operational efficiency and effectiveness across different functions.

4. Arrangement and Execution of Tutoring Sessions

• Coordinate and arrange 1-on-1 tutoring arrangements for students.
• Follow specified processes, to ensure successful tutor and student engagements.

5. Client Relationship Management

• Build and nurture relationships with clients, focusing on client satisfaction and retention.
• Address client concerns, gather feedback, and maintain a positive client experience.

Tasks

1. General Operations

• Handle day-to-day operational tasks to support business activities.
• Ensure smooth functioning of processes and workflows.

2. Client Communication and Coordination

• Communicate with clients to understand their needs and requirements.
• Amend requests as necessary, source the best tutor from the base, and coordinate with clients and tutors.
• Record relevant information and updates in the CRM system or spreadsheet.

3. Monitoring Progress and Quality

• Stay informed about the progress of tutoring sessions.
• Monitor lesson quality, address any issues or concerns, and ensure a high standard of service delivery.

Desired Experience & Qualification

1. Educational Background:

• Possess a 3-year degree in BA or BCom from a reputable university.

2. Recent Graduates:

• Ideally suited for recent graduates who have achieved outstanding grades throughout their academic journey, showcasing their commitment to excellence and learning.

3. Sales or Organizational Experience(As a plus):

• Experience in sales or roles with a high organizational aspect is highly desirable and considered a plus. This experience demonstrates your ability to manage tasks efficiently and work effectively in dynamic environments.

Ideal candidate

1. Academic Excellence

• You have a strong academic background, demonstrating your ability to excel in learning and applying knowledge effectively.

2. Ambitious Self-Starter

• You are driven by ambition and a desire to advance your career. You proactively seek out opportunities for growth and development.

3. Keen Attention to Detail

• Your meticulous nature ensures that nothing escapes your notice. You thrive on precision and accuracy in your work.

4. Highly Organized

• You possess excellent organizational skills, allowing you to manage tasks efficiently and maintain order in dynamic environments.

5. Action-Oriented

• You are not just a thinker but a doer. You take initiative and are quick to act, driving projects forward with determination.

6. Chaos Management

• You enjoy the challenge of navigating through chaos and bringing clarity and structure to complex situations.

7. Logical and Results-Driven

• Your decision-making is guided by logic and data. You set clear goals and work diligently to achieve tangible results.

8. Social and Emotional Intelligence

• You have strong interpersonal skills and emotional intelligence. You can collaborate effectively with others, build positive relationships, and navigate diverse team dynamics with ease.