Customer Experience and Communication Manager

Position Overview
We are looking for a motivated and experienced professional to spearhead our customer experience and communication initiatives for our expanding enrichment programs in Malaysia and Japan. The successful candidate will manage both the strategic and operational dimensions of customer engagement, ensuring outstanding interaction, satisfaction, and communication at every touchpoint. This position will involve a variety of tasks focused on improving the customer journey and building strong connections with students, parents, and partners.

Job Overview
The Customer Experience and Communication Manager plays a vital role in ensuring that all interactions with parents, students, and educational agents are conducted with the highest level of professionalism, structure, and efficiency. This role is essential for managing and enhancing communication processes, making certain that inquiries are addressed quickly and accurately by collaborating with internal resources to provide relevant and timely feedback. Proficiency in Mandarin is preferred, and a solid command of spoken and written English is required.

Key Responsibilities
Customer Experience Management:
• Structured Query Response: Create and implement a systematic approach to respond to inquiries from parents and agents, ensuring all questions are acknowledged and resolved within an established timeframe.
• Engage Internal Resources: Work together with teachers, administrative staff, and other internal resources to collect accurate information and offer informed responses to inquiries.
• Organise Communication Workflow: Optimise communication channels to ensure consistent and efficient responses, reducing delays and guaranteeing that all stakeholders receive accurate and timely information.
• Centralised Information Management: Maintain a central repository of information and FAQs to ensure that responses to frequently asked questions are consistent and easily accessible to all team members.
• Onboarding Process: Supervise the onboarding process for new students and families, ensuring that all necessary information is communicated clearly and efficiently.
• Feedback Management: Establish a structured feedback mechanism that allows parents and agents to share their experiences, ensuring that this feedback is utilized to continually enhance GEP’s services.

Communication Management:
• Query Resolution: Serve as the primary contact for managing and resolving complex queries or concerns raised by parents and agents, ensuring prompt and satisfactory resolutions by coordinating with relevant internal resources.
• Communication Strategy: Develop and implement a structured communication strategy that aligns with GEP’s goals and guarantees consistent messaging across all platforms.
• Engage Internal Stakeholders: Regularly collaborate 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: Keep detailed records of communications with parents and agents, ensuring that all interactions are documented and can be referenced when necessary.
• Content Management: Create and oversee content that addresses common inquiries 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.
• Demonstrated experience in managing customer interactions and executing communication strategies.
Skills:
• Language Proficiency: Mandarin proficiency is preferred, with a strong command of spoken and written English required.
• CRM Proficiency: Familiarity with CRM systems such as HubSpot is preferred.
• Exceptional organizational skills with a strong emphasis on process management.
• Excellent written and verbal communication skills.
• Strong problem-solving capabilities with a focus on delivering structured and consistent responses.
• Ability to handle multiple priorities while maintaining a high level of accuracy.

Personal Attributes
Attention to Detail: Ensures that all communications are precise, consistent, and well-organized.
Empathy: Shows 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 timelines.
Professionalism: Upholds 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
• This is a full-time position, with the potential for occasional evening or weekend work during peak communication periods and/or GEP programs.
• The role will primarily be based at the Kuala Lumpur head office, with a secondary location at the Bandar Enstek office during GEP programs.