Franchise Customer Service Representative

Position Title: (CSR)

@Berlitz Learning Center Title: CSR
Location*: Franchise Center
Position level: Operational: Administrative
Description date: January 2018
Reporting relationship: LCD / Franchise Owner
Evaluation: Non-Management, conducted by: LCD / Franchise Owner

Overview of position:
The Customer Service Representative (CSR) assures maximum satisfaction of our internal
and external customers by managing their expectations in order to achieve the objective of
creating retained, loyal customers. The CSR handles day-to-day Franchise Language Center
(FLC) operations and performs administrative functions. Other key responsibilities include
supporting retention and acquisition sales functions and tracking marketing activities.

Key areas of responsibility:

Customer acquisition activities
 Handles initial inquiries (direct & indirect)
 Supports and tracks local marketing activities and promotional events
 Conducts sales activities through enrollment
 Forms and manages groups
 Follows up on unconverted inquiries and inactive customers

Customer retention activities

 Maintains positive customer relations and ensures customer satisfaction
 Conducts customer orientations
 Ensures optimal Language Center appearance
 Encourages customer re-enrollments
 Schedules lessons for customers and instructors
 Schedules and conducts student consultations and counseling

Operations
 Enters and manages customer information in LCMS
 Prepares invoices, collects customer payments and handles other accounting activities
 Prepares payroll
 Prepares reports and required documents
 Manages material inventory
 Maintains correspondence with customers

Additional responsibilities
 Handles filing
 Orders various supplies
 Offers customers food and beverages (for specific situations)
 Develops local marketing activities
Franchise Customer Service Representative Job Description & Training Plan BFC 05.01.01.2018 Page 1 of 5
*This Berlitz Center is an independently owned and operated franchise
Conditions of employment
 Customer service-oriented attitude
 College degree or equivalent related experience
 Native fluency in country language; English knowledge Berlitz Level 3+
 Professional appearance
 Effective verbal and written communication and organizational skills
 Meets local and national legal requirements for employment
 Proficient in Microsoft Office (Word, Excel, PowerPoint)
 Sales experience/aptitude desirable
 Ability to travel as required

By signing below I acknowledge and accept the responsibility of the ‘Customer Service Rep-
resentative’ position at (NAME OF FRANCHISE COMPANY)*. This job description does
not imply that these are the only job duties to be performed by occupying this position. I un-
derstand that I will be required to follow all job related instructions and to perform all other job
related tasks requested by my supervisor.

Date: ______________________ Employee Signature: _________________

Supervisor Signature: ____________________________________________________

Franchise Customer Service Representative Job Description & Training Plan BFC 05.01.01.2018 Page 2 of 5
*This Berlitz Center is an independently owned and operated franchise
Franchise Customer Service Representative
Position Title: (CSR)

Franchise EMEA
Product & Solutions – Core Training CSR
Online Training Live Training
Berlitz Method The Berlitz Company
o The Berlitz Difference o Global Berlitz and Local Berlitz Profile &
Presentation
Customer Service
o Berlitz Customer Service Facts (Features) & Benefits:
o Customer Service Simulation o Berlitz Method
o Managing Customer Complaints & Recovery o Tuition Forms
o Counseling Simulation o Berlitz Programs & Materials
o Berlitz Learning Cycle Task o Instructor Qualification Program
o Learning Cycle

Training Support Materials

 Instructor Qualification Program
 Berlitz Franchise Learning Cycle Manual
 Berlitz Sell Sheets & Product Info
 Berlitz Program Catalog
 Berlitz Franchise Operations Manual

Record of required training:

Tick (√) boxes above when completed; then enter below dates of live training, name of trainer
and trainee signature. (Note: Add more lines if needed)

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Franchise Customer Service Representative Job Description & Training Plan BFC 05.01.01.2018 Page 3 of 5
*This Berlitz Center is an independently owned and operated franchise
Franchise Customer Service Representative
Position Title: (CSR)

Franchise EMEA LC Daily Operations - CSR

Online Training Live Training
Berlitz Selling Skills Operations Manual
o Handling Inquires (Europe) o OM Component 1 – Customer Acquisition
o OM Component 2 – Customer Retention

Berlitz Corporate Values & Minimum Standards
o Berlitz Corporate Values for Staff Members
o The Berlitz Brand Training Module
Language Center Management System
o Lesson 1 – Introduction to LCMS
o Lesson 2 – Customer Inquiry/Pre-Enroll-
ment
o Lesson 3 – Customer Interview
o Lesson 4 – Working with Enrolled cus-
tomers
o Lesson 5 – Company-Customer Affiliations
o Lesson 6 – Groups
o Lesson 7 – Employee Information
o Lesson 8 – Invoice
o Lesson 9 – Keeping Track of Materials
o Lesson 10 – Understanding & Using the
Scheduler
o Lesson 11 – Accounting
o Lesson 12 – Running LCMS reports
o Lesson 13 – Database
o Lesson 14 – Miscellaneous
o Lesson 15 – Terminology, Glossary

Training Support Materials

 Berlitz Franchise Operations Manual
 Berlitz Service Representative Manual
 LCMS Training Manual
 Global Minimum Standards

Record of required training:

Tick (√) boxes above when completed; then enter below dates of live training, name of trainer
and trainee signature. (Note: Add more lines if needed)

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Date(s): ____________Trainer: _________________ Trainee Signature: ______________

Franchise Customer Service Representative Job Description & Training Plan BFC 05.01.01.2018 Page 4 of 5
*This Berlitz Center is an independently owned and operated franchise
Record of Customer Service Representative
Further Training: (CSR)

Name: _____________________________________

Training Trainer Date(s) Trainee Signature

Franchise Customer Service Representative Job Description & Training Plan BFC 05.01.01.2018 Page 5 of 5
*This Berlitz Center is an independently owned and operated franchise