Tuyển dụng – Career at Language Link

Career opportunities at Language Link Vietnam

INTRODUCTION

Working in a professional international environment is always a good chance for you to promote your future career.

As Vietnam is developing at a rapid rate, the demand for qualified contestants is very high, Language Link Vietnam constantly look for the best applicants not only to meet the demand of the company but also to contribute to the highest educational quality in Vietnam.

We are welcoming all candidates to join our well-qualified, dynamic and outstanding team.


VACANCIES

Language Link Vietnam is seeking out numerous excellent candidates for vacancies below.


1. Customer Service Officer

Title

Customer Service Officer

Supervision received

Operations Manager (OM)

1.1. Objective

To increase the number of students and the company’s image through professional selling and admissions processes. To assist OM and DOM in managing CSO team.

1.1.1. Basic functions & responsibilities

  • Counseling/consulting/selling English courses;
  • Update & exploit database system for sale, customers’ needs analysis or other purposes upon required;
  • Coordinate with MKT to organize public events (English Club, orientation, workshop);
  • Marketing ideas (with Marketing Dept. and others related dept.);
  • New courses ideas and inputs, products features, after-sales services;
  • Training Customer Service Officers;
  • Collaborate with Customer Service Officers to solve customers’ complains, inquiries, and questions;
  • Other tasks required by Line Manager.

1.1.2. Principle duties & responsibilities

1.1.2.1. Public Sales
  • Answer all queries/supply information for external and internal telephone;
  • Consult students (Adult/YL), conduct effective selling LL’s products through telephone or face to face interaction with customers;
  • Be responsible for Admissions (Admissions Procedures/processes: Placement test, student registration/records, class situation, class register, student feedback, student database and reporting, etc.).
1.1.2.2. Customer Service
  • Maintain high quality of customer service towards Adult & Young-Learner students;
  • Be in charge of dealing with relevant customer complaints, queries and requests for information from the start to the end of the process;
  • Contact clients to update new courses and other programs related to Language Link Viet Nam;
  • Coordinate with Academic staff/Material officer for teaching resources and other academic stuff (class registers, report, certificate…);
  • Follow up on after sales service (e.g. Birthday cards, parents meeting for YL, homework book, complaints, and feedbacks, etc.).
1.1.2.3. CSO team supervision
  • Lead and supervise team at work in absence of OM or DOM
  • Assist in scheduling and training new CSOs (include full-time and part-time CSO)
  • Supervise and coach to ensure wellbeing for new CSOs during the first 2-week of joining the organization
  • Consecutively induct CSO in student consultancy, student-enrolment procedures, sales and telesales, and dealing with feedback and complaints
  • Report monthly to OM and DOM on inquiries, enrolment, retention, feedback/complaints

1.2. Expected outputs (KPI)

KPIDetailsMeasuring methodPortion
Service QualityMeet the service quality requirement from OM to CS OfficerBased OM’s assessment and the checklist approved by DoP10%
Student Retention RecruitmentTo meet the target of student retention is min 65%Based on the list of students in new class vs. previous class, any re-register for new class/total of student = % retention40%
Academic Teaching QualityTo meet LLV standards in the class arrangement, no miss-place happenBased on PT results and class arrangement to check the standard implementation, no miss-place = meet KPIs20%
Average Class SizeTo meet school target of class size as committed with Director of PublicClass size = Total student / Total class15%
Allocated RevenueTo meet school target of allocated revenue as committed with Director of PublicBased on revenue target15%

*These KPIs will be reviewed and revised periodically based on company business objectives and actual job requirements

1.3. Decision making

Make decisions when delegated and assigned by OM.

1.4. Qualification

1.4.1. Knowledge

  • Appropriate University degree (Bachelor degree in BA, Economy, English is preferable)
  • Good English (presenting, writing, listening, reading)

1.4.2. Experience (Preferable)

  • 1-year experience in similar job
  • Experience in education, customer service, hospitality fields

1.4.3. Other

  • Work well under pressure and handle stress.

1.5. General skills

  • Excellent communication skills both verbal and written
  • Excellent interpersonal skills and a collaborative working manner
  • Teamwork skills

1.6. Working time

  • Maximum 44 hours shift work a week, timetabled by the immediate manager in consonance with the Admissions requirements
  • Lunch break 12:00 – 1:30 pm
  • Outside work-hours required from time-to-time when tasks need to be completed on time

1.7. Other benefits & obligations

Alterable by the company policy:

  • Social, Health and Unemployment Insurances according to the Labour Law;
  • Personal Income Tax (if any) will be the Employee’s responsibility;
  • Holiday: According to Vietnamese Labor Law;
  •  Annual leave: Sixteen (16) days for annual leave;
  • Two free English courses at LLV; and free English courses for employee’s children based on the availability of seats;
  • Three paid sick leave days per year;
  • Premium Health Care by LLV;
  • Opportunities for career development at LLV.

2. Education Consultant

Title

Education Consultant

Supervision received

Operation Manager

2.1. Objective

To generate sales revenue through professional consultancy services.

2.1.1. Basic functions & responsibilities

  • Be responsible for driving sales for LLV’s products
  • Create and maintain a stable and good relationship with prospects and customers.
  • Update customer database, track their status daily and report
  • Collaborate with other departments and provide inputs to improves services delivered to customers as well as the efficiency of daily operation tasks;
  • Other tasks required by Line Manager.

2.1.2. Principle duties & responsibilities

  • Counsel and sell English courses via telemarketing, face-to-face consultancy, and other sales channels;
  • Contact customers to update new courses and other programs related to Language Link Viet Nam;
  • Be responsible for maintaining and updating customer database; keeping track of customer status through Daily Sales Report
  • Surpass the sales target set by Line Manager;
  • Collaborate with Customer Service Officers to deal with customers’ complaints or questions related to admission and class management;
  • Coordinate with MKT to organize public events (English Club, orientation workshop, …);
  • Provide inputs on customer needs, product features and marketing ideas (with Marketing Dept. and others related Dept);
  • Maintain high quality of service towards all customers and prospects;
  • Perform other sales administrative duties; support Line Manager and/or other teams for other tasks the business may require.

2.2. Expected outputs (KPI)

KPIDetailsMeasuring methodPortion
New sales recruitmentTo meet the target on the number of new-register students as business plan committedBased on the number of new-register students actually start the classes40%
Allocated revenueTo meet school target of allocated revenue as committed with Director of PublicBased on revenue target20%
Academic Teaching QualityTo meet LLV standards in the class arrangement, no miss-place happenBased on PT results and class arrangement to check the standard implementation, no miss-place = meet KPIs15%
Average Class SizeTo meet school target of class size as committed with Director of PublicClass size = Total student / Total class15%
Service QualityMeet the service quality requirement from OM to CS OfficerBased OM’s assessment and the checklist approved by DoP10%

*These KPIs will be reviewed and revised periodically based on company business objectives and actual job requirements

2.3. Decision making

Make decisions when delegated and assigned by OM.

2.4. Qualification

2.4.1. Knowledge

  • Appropriate University degree (Bachelor degree in BA, Economy, English is preferable)
  • Good English (presenting, writing, listening, reading)

2.4.2. Experience (Preferable)

  • At least 1-year experience in sales jobs or similar

2.4.3. Other

  • Work well under pressure and handle stress

2.5. General skills

  • Excellent communication skills both verbal and written
  • Excellent interpersonal skills and a collaborative working manner
  • Teamwork skills

2.6. Working time

  • Maximum 44 hours shift work a week, timetabled by the immediate manager in consonance with the Admissions requirements
  • Lunch break 12:00 – 1:30 pm
  • Outside work-hours required from time-to-time when tasks need to be completed on time

2.7. Other benefits & obligations

Alterable by the company policy:

  • Social, Health and Unemployment Insurances according to the Labour Law;
  • Personal Income Tax (if any) will be the Employee’s responsibility;
  • Holiday: According to Vietnamese Labor Law;
  •  Annual leave: Sixteen (16) days for annual leave;
  • Two free English courses at LLV; and free English courses for employee’s children based on the availability of seats;
  • Three paid sick leave days per year;
  • Premium Health Care by LLV;
  • Opportunities for career development at LLV.

3. Academic Coordinator

TitleAcademic Coordinator (in charge of managing TAs)
Supervision receivedSchools Link Manager
Guide receivedSL Management Team
DepartmentSchools Link Business Development

3.1. Objective

3.1.1. Vision

To create the most professional English language teaching environment in South East Asia.

3.1.2. Mission

To provide overall leadership for the project teaching team, and to involve in developing programs that meet schools’ requirements.

3.2. Basic functions & responsibilities

3.2.1. Outcomes

  • Be involved in the recruitment, induction, coaching, and training of teaching assistants (TAs) and Regional head teaching assistants (RHTAs);
  • Observe, provide on-the-job training and support TAs & RHTAs to make sure their performance meets standards and expectations;
  • Train RHTAs to observe and coach TAs;
  • Oversee development and training activities for all RHTAs and teaching assistants;
  • Develop a yearly plan for TA recruitment;
  • Provide on-going professional development for the teaching assistant team;
  • Propose, plan and budget for academic activities for teaching assistants;
  • Prepare and deliver regular training, coaching, and workshops for Teaching Assistants (TAs) to make sure that they understand the program requirements. Assess RHTA’s and TA’s performance review;
  • Carry out observations, feedback and review performance for all teaching assistants, disciplinary procedures, and dealing with school issues in line with company procedure;
  • Develop, evaluate and improve policies and procedure for quality control, for TAs recruitment, TAs development, and TAs assessment;
  • Maintain the close relationship with all RHTAs and TAs;
  • Advise SL management board on curriculum development to design courses that are both effective for student learning and workable in the local context;
  • Conduct workshops or presentations as necessary to educate parents, schools and other stakeholders about the Schools Link program;
  • Involve in creating materials for test preparation such as English Olympic preparation test, CEFR tests, etc.;
  • Involve in dealing with disciplinary issues of teaching assistants;
  • Work closely with Operation team to deal with customers’ complaints (students, parents, schools) and regular and irregular inspection from MOET and DOET;
  • Assist in developing/preparing successor(s) for the RHTAs and AC positions;
  • Teach special classes if required;
  • Any other related tasks if required.

3.2.2. Competencies

  • Pro-activity: Acts without being told what to do. Brings new ideas to the organization;
  • Problem-solver: Excellent problem solving and leadership skills;
  • Autonomous: Ability to work with minimal direction and supervision;
  • Communication: Clear and effective communication with friendly and approachable attitudes;
  • Listening skills: Let others speak and seek to understand their viewpoints;
  • Teamwork: Reach out to peers and cooperate with supervisors to establish an overall collaborative working relationship;
  • Enthusiasm: Exhibit passion and excitement over work. Have a can-do attitude;
  • Work ethic: Possess a strong willingness to work hard and sometimes long hours to get the job done. Have a track record of working hard;
  • Organization and Planning: Maintain their own schedule. Able to prioritize and cope with competing demands on their time and energy to avoid getting overwhelmed;

3.3. Working time

The AC TA’s job is largely task-based. However, the contracted working time is 40 hours per week.

3.4. Remuneration

  • Monthly salary: VND gross/month
  • End-of-contract completion bonus: VND gross
  • Monthly taxi allowance: VND per month (for business purposes only)

3.5. Other benefits & obligations

  • Holiday: Public holidays according to Vietnamese Labor Law;
  • Annual leave: Fourteen (14) working days’ annual leave on a pro-rata basis;
  • Three (03) paid sick days per year;
  • Accident insurance: covered in accordance with LLV’s policy;
  • Allowance for Tet and other special occasions (Women’s Day, Teacher’s Day, etc.) in line with the Company policy;
  • Two English courses per year at LLV with the value of 21,000,000 VND or free English courses if their children are studying SL English program at school;
  • Personal Income Tax will be the Employee’s responsibility and deducted by LLV from the monthly fee to Employee.

4. Telesales Representative (TR)

Title

Telesales Representative (TR)

Supervision received

Public Sales Manager (PSM)

Training/Coaching received

Public Sales Manager/Supervisor

4.1. Objective

To maximize the telesales activities to the new data assigned through professional consultancy services.

4.2. Performance measurement

  • Lead interaction (weight 50%): Approach 100% of qualified leads
  • PT book (weight 20%): Convert 40% of qualified leads into PT booked
  • PT show up (weight 20%): Convert 60% of PT booked into show-up
  • Service quality (weight 10%): Based on PSM’s review

Note: The result of lead follow-up is finalized after 3 months from the date lead is assigned.

4.3. Duties & responsibilities

4.3.1. Telesales

  • Make phone calls to 100% qualified lead that are assigned;
  • Provide called leads with professional consultancy on LLA’s products;
  • Invite potential leads to do placement test in public schools;
  • Book the potential lead into the PT session in the system;
  • Update the customer’s information in the system if any;
  • Follow up with booked customers until the PT is conducted.

4.3.2. Customer Service

  • Coordinate with other teams to provide the professional customer services;
  • Deal with any complaints, queries, and requests from customers if any.

4.3.3. Reporting & other tasks

  • Prepare daily/weekly calling report for Line Manager;
  • Perform other tasks as required by Line Manager.

4.4. Requirements

  • University/college graduate (3rd or 4th-year students are welcomed);
  • Good English (preferable);
  • Sales experience (preferable) or passion for sales;
  • Work well under pressure, eager to learn, can-do attitude and hard-working;
  • Excellent communication skills (both verbal and written);
  • Excellent interpersonal and presentation skills.

4.5. Working time

  • Normally 20-40 hours a week, Mondays to Sundays
  • Flexible shift work from 09:00 to 20:00
  • Lunch break: 1,5 hours from 12:00-13:30
  • Outside work-hours required from time-to-time when tasks need to be completed on time

4.6. Other benefits & obligations

Applied for the full-time contract:

  • Social, Health and Unemployment Insurances according to the Labour Law;
  • Personal Income Tax (if any) will be the Employee’s responsibility;
  • Holiday: Public holidays plus sixteen (16) days for annual leave;
  • Two free English courses at LLV per year, or one course for immediate family member (parent, sibling, spouse) per year; and free English training for children;
  • Three paid sick leave days per year;
  • Opportunities for career development at LLV.

5. Regional Head Teaching Assistant (RHTA)

Title

Regional Head Teaching Assistant (RHTA)

Supervision received

Schools Link Manager

Department

Schools Link Department

5.1. Mission

To supervise and observe the teaching assistants (TAs) in their region to consistently deliver effective lessons, support native teachers and improve the quality of the program as a whole.

5.2. Outcomes

The RHTA is expected to achieve the following outcomes:

  • Communicate weekly with every TA in their region, face-to-face or by phone, and visit each school in their region at least once per term;
  • Observe and give feedback to each TA in their region at least twice per term with the total number up to 50 for the whole school year;
  • Accurately identify TAs who are underperforming, and support and coach them through an improvement plan to meet the requirements;
  • Assess TA’s working performance in their region based on the standard performance review form designed by SL at the end of the school year;
  • Arrange teaching assistants to do peer observation with another strong TA in their region to develop specific competencies and improve their teaching assistance skills (roughly 2 per term during the school year);
  • Report weekly to the Vietnamese AC any related issues and solutions;
  • Assist TAs in their region to handle daily issues including difficulties with students, native teachers, TA/school relationships, facilities, etc. (in consultation with Vietnamese AC as necessary);
  • Check and mark students’ homework revision for their own classes;
  • Attend their classes’ parent meetings (once per school year) if required;
  • Teach their own lessons (from 10-15 lessons per week) and make these available for other TAs to observe, as a basis for discussing teaching assistance;
  • Cover for other TAs if required;
  • Other duties assigned by VN AC.

5.3. Collaboration fee

  • Gross and fix salary: This can be negotiable with strong candidates;
  • Public holidays: as per regulated by the government;
  • Monthly salary is calculated based on the total working hours recorded in the timesheet confirmed by both parties;
  • Payment method: Bank transfer;
  • Personal Income Tax will be Party B’s responsibility and deducted by LLV from the monthly fee to Party B.

5.4. Other benefits

  • Two English courses per year at LLV and two courses for immediate family members (parent, sibling, spouses, children) per year;
  • To be reviewed and receive a pay raise based on their yearly performance;
  • To be trained in management skills and professional improvement in order to fulfill their tasks successfully.

6. Schools Link Event Executive

Title

Schools Link Event Executive

Supervised by

Schools Link Director

Department

Schools Link

6.1. Objective

  • Provide and organize the best events for all the stakeholders
  • Coordinate with Schools link team reach the yearly target

6.2. Responsibilities

The position holder will report to the Head of Schools Link Program. The Extra-curricular officer in charge of all SL extra Curriculum activities that aim to add more SL current training programs and to increase customer satisfaction and LLV branding.

Main areas of responsibilities:

  • Work with SL management team to develop and implement the yearly-extra-curriculum plan for Schools Link clients including partner Schools, Districts, SL Academic Team;
  • With support from academic and operation, running extra-curriculum plan timely and most effective manner and adding more value to SL current training programs;
  • Supervise and manage the quantity and quality of the extra-curricular.

6.3. Additional duties

  • Design and implement engaging assemblies/events to be held at all of our Primary Schools;
  • Design and running competitions/festivals/excursion to take place in our Secondary Schools;
  • Liaise with Operations and Academic team to organize social events for teaching team and staff;
  • Assist with the Schools Link Teacher induction;
  • identifying the event elements, determine their logical sequencing and develop efficient schedules;
  • Making reports to the Head of Schools Link Program after each event;
  • Provide support to the school activities such as English Festival, English competition, etc.;
  • Other duties if required.

6.4. Desired Skills and Attributes

  • Self-sufficient: Ability to manage oneself in a new cultural environment;
  • Culturally sensitive: Desire to interact with other Vietnamese staff members;
  • Flexible: Willingness to adapt;
  • Needs a friendly, approachable attitude;
  • Must be confident in presenting to large groups;
  • Excellent organizational and time-management skills;
  • Excellent communication and presentation skills in Vietnamese and English;
  • Problem-solving skills;
  • The ability to work well under pressure and make responsible decisions quickly;
  • Enjoy organizing and coordinating activities, and talking to people;
  • The ability to pay close attention to detail.

6.5. Expected outputs (KPI)

KPIDetailsMeasuring methodPortion
Assemblies/Event for Primary & Secondary100% complete number of assemblies/events (Run up to 5 assemblies/events per week)Based on Event plan report 100%

40%

Supporting schools100% supporting activities based on the school requests with min amount = 2017 planBased on School event report

20%

Internal activitiesSocial events for teachers/back office staff (include birthday parties for back office staff):
  • For teachers:
    • Organize social events monthly;
    • Induction week: Calling goodie bags for teachers and organize social events every day during induction week;
  • For back office staff: Organize social events and birthday parties monthly
Complete 100% social events with good feedback = 85% satisfaction

20%

Customer satisfactionMeet 90% satisfaction from the customers internal & externalBased on the feedback/survey after event20%

*These KPIs will be reviewed and revised periodically based on company business objectives and actual job requirements

6.6. Working time

  • Maximum 44 hours/week. Normal working time: 8:30 – 17:30
  • Work on weekends if required by supervised Manager
  • Lunch break from 12:00 – 13:00

6.7. Other benefits & obligations

  • Holiday: Public holidays plus sixteen (16) days for annual leave;
  • Accident insurance premium will be covered by the company;
  • Healthcare Insurance package;
  • Social, Health and Unemployment Insurances will be contributed from the date of full-time employment and according to the Labor Law;
  • Two (02) free English courses at LLV per year based on requirement; Free English training for children subject to availability of seats.
  • Three paid sick leave days per year;
  • Personal Income Tax (if any) will be the Employee’s responsibility;
  • Opportunities for career development at LLV.

To apply, please send your cover letter and documents directly to hr@languagelink.edu.vn with the title as [Position] – [Your Name].

Career opportunities at Language Link Vietnam