Customer Experience and Communication Manager

Position Overview

We are seeking an experienced and dynamic individual to lead our customer experience and communication efforts for our growing enrichment programmes in Malaysia and Japan. The ideal candidate will oversee both the strategic and operational aspects of customer interactions, ensuring exceptional engagement, satisfaction, and communication across all touchpoints. This role encompasses a range of responsibilities aimed at enhancing the customer journey and fostering strong relationships with students, parents, and partners. 

Job Overview

The Customer Experience and Communication Manager is responsible for ensuring that all interactions with parents, students, and educational agents are handled with the utmost professionalism, structure, and efficiency. This role is crucial in managing and optimising communication processes, ensuring that inquiries are addressed promptly and accurately by engaging with internal resources to provide relevant and timely feedback. Proficiency in Mandarin is preferred, with a strong grasp of spoken and written English required.

Key Responsibilities

Customer Experience Management:

• Structured Query Response: Develop and implement a systematic process for responding to inquiries from parents and agents, ensuring all queries are acknowledged and addressed within a defined timeframe.

• Engage Internal Resources: Collaborate with teachers, administrative staff, and other internal resources to gather accurate information and provide informed responses to inquiries.

• Organise Communication Workflow: Streamline communication channels to ensure consistent and efficient responses, minimising delays and ensuring that all stakeholders receive accurate and timely information.

• Centralised Information Management: Maintain a centralised repository of information and FAQs to ensure that responses to common queries are consistent and easily accessible to all team members.

• Onboarding Process: Oversee the onboarding process for new students and families, ensuring that all necessary information is communicated clearly and efficiently.

• Feedback Management: Implement a structured feedback loop, allowing parents and agents to provide input on their experience, and ensuring that this feedback is used to continuously improve GEP’s services.

Communication Management:

• Query Resolution: Act as the primary contact for managing and resolving complex queries or concerns raised by parents and agents, ensuring a prompt and satisfactory resolution by coordinating with relevant internal resources.

• Communication Strategy: Develop and execute a structured communication strategy that aligns with GEP’s objectives and ensures consistent messaging across all platforms.

• Engage Internal Stakeholders: Regularly coordinate with internal departments (e.g., academic, extracurricular, administrative) to ensure that all communications are well-informed and accurately reflect the latest policies and updates.

• Documentation and Reporting: Maintain detailed records of communications with parents and agents, ensuring that all interactions are documented and can be referenced when needed.

• Content Management: Create and manage content that addresses common queries and concerns, ensuring that information is readily available to parents and agents through newsletters, emails, and GEP’s website.

• Crisis Communication: Develop and manage a structured crisis communication plan, ensuring that responses during emergencies are well-coordinated and communicated effectively.

Qualifications

Education: Bachelor’s degree in Communications, Public Relations, Marketing, Business Administration, or a related field.

Experience:

• 3-5 years of experience in customer service, communication, marketing, or administration, with a focus on structured communication processes.

• Proven experience in managing customer interactions and implementing communication strategies.

Skills:

• Language Proficiency: Proficiency in Mandarin is preferred. A strong grasp of spoken and written English is a must.

• CRM Proficiency: Proficiency in using CRM systems such as HubSpot is preferred.

• Exceptional organisational skills with a strong focus on process management.

• Excellent written and verbal communication skills.

• Strong problem-solving abilities with a focus on delivering structured and consistent responses.

• Ability to manage multiple priorities and maintain a high level of accuracy.

Personal Attributes

Attention to Detail: Ensures that all communications are accurate, consistent, and well-organised.

Empathy: Demonstrates understanding and sensitivity to the needs and concerns of parents and agents.

Proactivity: Anticipates potential issues and organizes responses accordingly.

Dependability: Reliable in managing and responding to queries within agreed-upon timelines.

Professionalism: Maintains a high standard of professionalism in all communications and interactions.

Collaboration: Works effectively with internal teams to gather necessary information and provide accurate, timely feedback to inquiries.

Working Conditions

• Full-time position with occasional evening or weekend work required for peak communication periods and/or GEP programmes.

• The role involves working primarily at the Kuala Lumpur head office and a secondary base at Bandar Enstek office during GEP programmes.