北京招聘

Customer Care Specialist

Briefing

The Customer Care Specialist works closely with both Foreign and Chinese teachers to make sure the need of the VVIP students is taken care of by providing the appropriate classes at the appropriate time.

Location

WSE Head Office

Reporting lines

Directly reporting to the Area VVIP Director

Major Responsibilities

Class Arrangement

· Planning, scheduling and coordinating with VVIP team on the class booking arrangement

· Coordinate with clients and VVIP team to ensure classes are provided according to schedule

· Providing solutions and options for any challenging situations

· Record teacher’s AL requests and the class demand after TL approves.

· Balance the special requests/preference from special requirement students

· Booking student’s encounters according to their needs via TL communication

· Monitoring and map FT/CT living location and proactively manage travel time

· Analyzing student no show and cancellation trends and proactively manage it to drive efficiency

· Following up with staff to remind them about their classes and help reschedule if necessary

· Following up with students to participate in Student Surveys

· Follow up on CSS daily checklist

Reporting

· Delivering regular customer satisfaction, and trend analysis reporting to VVIP team management

· Analyzing and report Student Satisfaction Survey completion and results weekly

· Creating regular reports to track client booking volume and keep VVIP team management informed

· Identifying new or emerging client needs based on feedback and relay to VVIP management team

· Reporting student activity on a weekly basis

· Tracking and report FT / CT travel hours monthly

· Tracking and report no show and cancellation rate monthly

· Update national KPI dashboard daily before 11am

· Report total monthly class number (utilization related) by the 5th of the following month

· Report teachers’ class information (bonus related) by 10th of the following month

Communication

· Handling daily internal communication and other coordination as required

· Communicating with TLs about student’s booking needs and requests

· Communicating with FTs/CTs about class booking arrangements

· Communicating scheduling issues to VVIP management

· Attending and participating in weekly meeting and training sessions

· Presenting analysis and reports at weekly meetings

· Providing training sessions to teams based on analysis and needs

· Completing other duties as assigned professionally and punctually

· Communicating with TLs to manage down teacher travel time

· Communicate at a national level with the regional CCS’s and develop VVIP systems to a national standard

Adhere to management policies

· Complete necessary documenting and reporting in time

· Promote and maintain the company code of conduct

Requirements:

· Professional in terms of dress code and behavior

· Strong planning, analytical and collaboration skills

· Ability to multi-task

· Self-motivated and able to encourage/inspire team to make contribution to company

· Good Microsoft office software knowledge and other computer skills

· A flexible work schedule

· A strong sense of customer service

· Have a desire to develop and grow

· Ability to work independently

Qualifications:

· Mini 1 year in-center experience

· Proven record of :

o strong customer service sense

o professionalism

o organizational skills

o flexibility

44 YEARS OF HISTORY
Established in Italy in 1972 by Dr. Luigi Peccenini (Doctor in Foreign Languages), Wall Street English is the global leader in English language training for adults with its headquarters in Baltimore, USA. Having successfully taught over 2 million students, Wall Street English operates over 460 centers in 28 countries and regions worldwide.

GLOBAL RECOGNITION AND CERTIFICATION
Wall Street English is ISO 9001:2000 certified and recent research supported by The University of Cambridge ESOL Examinations, shows that the Wall Street English language course level is accurately aligned to the English language levels of CEFR (Common European Framework of Reference). In 2013, Wall Street English was once again awarded ISO 9001:2008 certification, further establishing Wall Street English as a globally recognized and high quality English Language training provider.

CHINA – LEGENDARY SUCCESS
Wall Street English (China) has over 70 centers in Beijing, Shanghai, Guangzhou, Shenzhen, Tianjin, Qingdao, Hangzhou, Nanjing, Foshan, Wuxi and Suzhou, and all of our centers are corporately owned and managed, ensuring the same high quality experience in every center. Wall Street English has been recognized as the “2016 China Influential Foreign Language Institution” by ******** and Sina Education; “China’s Reputable Foreign Language Training Brands of 2016” by Meituan-Dianping; “Top 10 Model Enterprises on Innovative Consumer Protection” by the China Consumer Journal in Beijing; the “2016 China Influential Foreign Language Institution” by China Internet News Center; the “Well-known Foreign Language Training Institution” on Tencent’s Education Billboard; the “2016 Annual Brand Awareness Education Institution” by Xinhuanet; “2016 Annual Influential Foreign Language Training Brand” by NetEase Education.

WSE CHINA EMPLOYEE VALUE PROPOSITION – MAKE IT BIG, CREATING THE OUTSTANDING FUTURE WITH ENGLISH LEARNING
We are passionate! Our commitment to the lifelong English education via our clearly identified values extends to the lives of our own employees. We are determined that the experience of working at WSE delivers value for our employees, in four meaningful ways. Making a measurable difference in the lives of learners everywhere; Doing the right thing for learners and colleagues; Always learning through change; Being trustworthy, empowered, and supported.


1972年，在外语语言学方面颇有天赋和创造力的李文昊博士于意大利正式创立了华尔街英语，一个闻名世界的英语培训机构由此诞生。自创建以来，华尔街英语已在全球28个国家和地区拥有逾460家中心，帮助全球200多万名学员成功提升英语能力，其总部设在美国马里兰州巴尔的摩。

华尔街英语获得了ISO9001:2000认证，而剑桥大学ESOL考试最近的研究结果更表明，华尔街英语课程级别的等级划分方式与欧洲语言共同参照框架(CEFR)的英语水平分级方式精准对应。2013年，华尔街英语再次获得ISO9001:2008认证，进一步为全世界英语爱好者证明了华尔街英语高品质与高知名度的相辅相成！让您的选择更放心！

从2000年开始，华尔街英语进入中国市场以来，已在北京、上海、广州、深圳、天津、青岛、杭州、南京、佛山、无锡、苏州开设了70余家学习中心，均采用公司直营的管理方式，从而确保每家学习中心都能向学员提供高品质的学习体验。2016年华尔街英语荣获了由新浪网和新浪教育评选的“2016中国口碑影响力外语机构”称号；美团点评评选的“2016中国口碑影响力外语培训品牌”；中消报评选的“2016年创新消费引导与服务示范企业”；中国网评选的“品牌影响力外语培训机构”；腾讯教育评选的“2016年知名外语教育品牌”大奖；新华网评选的“2016年度最具影响力外语培训品牌”；以及网易教育评选的“2016年度最具影响力外语培训品牌”


华尔街英语中国的员工价值定位：Make It Big，铸就非凡未来！在华尔街英语，我们激情澎湃！我们明确定位自我价值并愿意矢志不渝的致力于英语教育事业！这样的承诺同样也延伸至我们的生活。我们竭尽全力让大家在华尔街英语工作的经历以四个有意义的方式带来价值。无论何处，让学习者的生活区的可以衡量的变化；为学习者和同事做正确的事情；在变化中不断学习；得到信任，授权和支持。

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