Tập đoàn Giáo dục Đại Tây Dương - Atlantic Group

The Customer Service Officer (CSO) is a member of the operations team and is tasked with
providing guidance to customers on how to use the e-learning platform and how to choose and study
our courses. This individual works closely with the platform and content teams to deeply understand
the company’s product and course offerings, resolve and report issues, respond to inquiries, and
collect customer/consumer feedback.

1. Support the student trial phase by
a. monitoring and responding to inquiries from trial users and parents
b. guiding trial students through the platform, offering assistance with course
registration, available features, and course components
c. collaborating with the marketing and sales teams to provide support and
information about subscription options post-trial
d. organizing focus group sessions with trial users and parents
e. collecting and analyzing trial feedback and coordinating with relevant departments
to make necessary adjustments to the product and content

2. Enhance customer interaction by
a. responding promptly to customer inquiries via email, chat, and telephone
b. providing information regarding FSEL’s courses and learning pathways, platform
features, and subscriptions options
c. resolving user issues with empathy, patience, and efficiency
d. escalating unresolvable issues to the platform or content teams
e. recording and maintaining detailed notes of all customer interactions

3. Maintain product knowledge by
a. attending product and content training sessions with the Academic Director
b. staying up-to-date with new features, updates, and learning content

4. Manage feedback effectively by
a. collecting and analyzing customer feedback to identify trends and insights
b. collaborating with the product and content teams to propose improvements
c. facilitating communication between users and internal departments to enhance the
overall product experience

5. Ensure quality customer care by
a. adhering to customer service policies and procedures to ensure a consistent quality
of service
b. participating in ongoing training and development initiatives
c. acting as a brand ambassador, upholding and promoting FSEL’s values and
mission