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Customer Service Officer - GPA English

Công ty TNHH Golden Path Academics Việt Nam (GPA)
Updated: 16/10/2020

Employment Information


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Job requirement

Position Summary:

  1. Job Purpose: Maintain and develop customer service quality at all GPA English Centers to ensure students and customers be happy and stay long with GPA
  2. Duties / Tasks: Doing care activities for all in progress classes since it started to end to ensure meeting highest satisfaction from students and customers
  3. Working relationship:
  • Internal: Sales staffs, Academic officers, Teaching assistants, teachers, marketing team, HR and admin department, Operation staffs.
  • External: Customers / students

Duties and Responsibilities (based on a 44-hour work week):

1. Care job’s performance:

  • Compliance Customer Service Procedure to apply well in conjunction with relevant departments: Academic, Sales, Marketing ….
  • Support teachers in students’ issue, giving alter solution and feedback
  • Handle request and complains
  • Monitor Customer Satisfaction Results (CSR) then having prompt action.
  • Contact parents directly or by phone, email to get their feedback.
  • Call each student at least once a month for building relationship and update students’ learning situation to parents.
  • Attend parents’ meeting with teachers to communicate with parents
  • Observe classes when problems happen to understand students, teachers and program.
  • Working with teachers and TA to send reports on time.

2. Re-enrolments:

  • Keeping students/ customers be informed about student’s progress after class by period of time.
  • Complains, feedback are being answered properly to customers with solution.
  • Summarize customer feedback and having prompt report to CSM.
  • Communicate well with sale team for the number of re-enrollments.

3. Other administration

  • Supervise the office, class room, center in proper clean-up, tidy and safe.
  • Supervise all equipment in proper condition to serve.
  • Prepare and support Marketing / sale on school events.
  • Manage book store.
  • Manage TA team.

4. Re-enrollment rate: 70%

  • Each student receives at least 1 call / month.
  • Observe each class at least once a month.


  • Unique opportunity to work within a multi-lingual, international-standard, drama-free environment
  • Professional and holistic training
  • Exciting team activities: Company trip, Teambuilding trip, Annual party,...
  • Annual performance and salary review
  • Lunch and parking allowances
  • Other Benefits: According to Labor Law, company regulations and Internal policies of GPA Vietnam.

Job requirement

Position requirements:

  • University graduated, fluent in both English and Vietnamese
  • Team building and good communication skills
  • Problem solving skills
  • Well-organize and detail management
  • Ability to work independently and as a part of the team
  • Be able to work on shift and travel.

Hours and Location

  • Job location: 17 Son Tay Street, Ba Dinh District, Hanoi.
  • Hours: Monday to Sunday as agreed up to 44 hours a week


More Information

  • Qualification: Đại học
  • Age: Unlimited
  • Job type: Permanent

Company Overview

Công ty Cổ phần Golden Path Academics Việt Nam (GPA) Number of employees: 100-499

Golden Path Academics Vietnam (GPA) is an international education firm offering English Language Training, Camps and Skills, and Educational Consulting. The... View more

Customer Service Officer - GPA English

Công ty TNHH Golden Path Academics Việt Nam (GPA)