 Maintain the customer service team in accordance with policies and procedures including effective staffing, work planning, corrective action and conflict resolution.  Supervise and monitor the work of the team to ensure adherence to quality standards, deadlines, and proper procedures  Supervise day-to-day operations in the Customer Care team  Identify and eliminate barriers to accuracy, efficiency, and quality  Create solutions for complex customer service issues and become proactive in resolving negative service trends  Listen to and resolve customer complaints regarding services or personnel, issuing refunds or compensation to customers.  Discuss job performance problems with employees to identify causes and issues to work on.  Provide employees with guidance in handling complex problems, resolve escalated complaints\disputes

 Manage all customer retention activities  Create, optimize, and evolve retention strategies to keep clients  Work closely with various departments to develop objectives  Distribute surveys and questionnaires; make statistics  Create new or develop existing retention campaigns and programs  Evaluate program results and optimize as needed  Make calls, send SMS, internal messages and emails to the given target audience  Coordinate promotional programmer by Email marketing tools  Monitor the Facebook page for customer feedbacks and attraction  Implementation the retention program for VIP clients

- Processing reviews on all internal communication channels of the school (calls, emails etc) - Обработка отзывов по всем внутренним каналам связи школы.

Sales support team - Back Office Specialist Main Duties  Sales orders mass update  Comparison of orders and stock availability on daily basis  Daily final order release Customer Reporting Specialist  Customer data base analysis and data reporting  Region distributor’s stock movement analysis and reporting  Creation of evaluation forms for clients applying for credit, analysis of client’s data and presenting the form for confirmation for clients meeting the company’s requirements

Sales and Marketing, International sales