About this role
Our Client
Our client, an education services company, seeks to employ an Client Success officer.
Key Responsibilities:
- Coordinate the seamless onboarding of new clients from the sales team to operations, ensuring all client information is accurately captured and documented.
- Create, maintain, and update digital client records, student profiles, and tracking systems to ensure information is current and accessible.
- Manage and coordinate schedules for tutoring sessions, academic consultations, and other client-related engagements.
- Monitor tutor availability, allocate resources effectively, and resolve scheduling conflicts on time.
- Coordinate classroom bookings, virtual learning resources, and make-up sessions to ensure uninterrupted service delivery.
- Serve as the primary point of contact for parents and clients, addressing inquiries, concerns, and feedback professionally.
- Facilitate the timely distribution of progress reports, attendance records, examination notifications, and other client communications.
- Support the management of the company's social media platforms by publishing approved content, monitoring engagement, and responding to general inquiries.
- Escalate complex client issues and service concerns to management when necessary.
- Provide executive administrative support, including calendar management, meeting coordination, correspondence management, and document preparation.
- Conduct quality assurance reviews of reports, communications, and administrative documentation to ensure accuracy and professionalism.
- Monitor tutor compliance with reporting requirements, session notes, and administrative procedures.
- Track service delivery standards and conduct periodic client satisfaction reviews to identify opportunities for improvement.
- Support operational efficiency initiatives and contribute to the continuous improvement of client service processes.
Requirements
- Bachelor's degree in Business Administration, Communications, Education Management, or a related field.
- Minimum of 2–4 years' experience in a Client Success, Executive Assistant, Office Administration, Customer Relations, Operations Coordination, or similar role.
- Experience working within an educational, training, professional services, or client-focused environment is an advantage.
- Advanced proficiency in Google Workspace, including Docs, Sheets, Slides, Calendar, and Drive.
- Practical knowledge of social media management, particularly Instagram and LinkedIn.
- Strong organizational and administrative skills with the ability to manage multiple priorities simultaneously.
- Excellent verbal and written communication skills with the ability to interact professionally with clients, parents, tutors, and senior stakeholders.
- Strong attention to detail and commitment to maintaining accurate records and documentation.
- Ability to coordinate schedules, manage deadlines, and resolve operational issues efficiently.
- Strong problem-solving, interpersonal, and customer service skills.
- High level of professionalism, discretion, and confidentiality when handling sensitive information.
- Self-motivated, proactive, and capable of working independently in a fast-paced environment.
- Proficiency in Microsoft Office Suite and other administrative or scheduling tools is an added advantage.
- Demonstrated ability to maintain high service standards and foster positive client relationships.
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