北京招聘

Customer Service Manager

EF International Language Centre

SUMMARY:

• Reporting to the School Director
• Full-time, 5 days per week
• Holiday entitlement according to local agreements
• Presents themselves as a model of quality & professionalism both in EF local and the wider organisation
• As a senior staff member a leader in customer support ensuring the smooth running of the customer service at the centre.

CORE SKILLS:

• Proven management and team leading experience
• Friendly, approachable, outgoing & confident personality
• Commitment to the highest standards of customer service
• Enjoy working in busy & varied environment & enjoy multi-tasking
• Organised with attention to details
• A flexible approach to work & hours of work undertaken is essential
• Motivated, positive, creative & energetic with lots of common sense as key
• Ability to handle difficult situations with ease & remain calm under pressure
• Excellent communication & people skills
• Strong decision making skills
• Sensitive to needs of international students
• Good ability to communicate in English

OBJECTIVES:

• To ensure that students are receiving first class services based on the commitments and guarantees of EF principles and requirements of accrediting bodies
• To ensure that students receive a high level of Customer Service
• To help recruit and retain the best possible staff within the team
• To ensure that all staff are supported and continually developing, and working towards an established set of objectives, empowered in their positions, effectively managed and monitored
• To maintain established EF and accreditation bodies’ policies and standards
• To play a role in the maintaining of a ‘joined-up school approach’, where the different departments liaise and interact effectively and efficiently

RESPONSIBILITIES:

• Manages enrolment of new students and maintenance of database records
• Assists School Director with enquiries from sales offices & other incoming calls & enquiries
• Monitors school’s Student Service by ensuring advice given is accurate & efficient, staff are friendly & helpful, and information given is up to date
• Manages and assists the reception and being a leader in all aspects
• First point of contact for any general student enquiries
• Arranges early/late rota for staff at reception and oversees organisation of emergency on call procedures
• Maintains staff contact details
• Monthly analysis of competitors/Stats
• Helps students with Erika Insurance claims
• Welcomes new students and organises registration/intake days
• Deals with direct course enquiries & assists with enrolment of direct sales
• Prepares & updates school information such as sales staff booklets, student handbook, online presentations, course information etc.
• Prepares written administration information for student ‘Welcome Pack’
• Monitors direct student payments received in school
• Prepare acceptance letters for students and student visitor visa letters
• Assists students with immigration and visa enquiries together with School Director
• Assists School Director with arrangements for familiarisation tours or other visits to school

Qualifications

· Recognized university degree, preferably at graduate level

· 5 year work experience in service or operation for a respected company

· Strong business acumen and commercial instinct

· Demonstrated leadership skills

· Staff management and development experience

· Commitment to quality and customer service

· Creative, lively and dynamic with an entrepreneurial spirit

· Ability to prioritize, meet challenging deadlines and perform under pressure

· Knowledge of the education industry would be a great plus.

· International experience (study/work) or experience in an international environment

· Excellent communication and interpersonal skills

· Positive attitude and great team spirit

The above job description may not cover all duties and is subject to reasonable change.

关于英孚教育
英孚教育成立于1965年，是一家全球教育培训公司，以“教育，让世界无界”为企业使命。英孚在全球各地有诸多学校和办事处，并拥有优质在线英语学习基地Englishlive。英孚主要致力于语言培训、出国留学游学、学位课程和文化交流等项目。英孚教育致力于长足扎根中国市场，曾担任2008年北京奥运会语言培训服务提供商。自1988年以来，英孚已经支持服务六届奥运会，包括2018年平昌冬季奥运会和即将要举办的2020年东京奥运会。英孚还发布了全球英语熟练度报告（www.ef.com/epi）,该报告打破了地域限制，在全球范围内测试了不同国家成人的英语能力。
 
About EF Education First
Established in 1965 with a mission to open the world through education, EF Education First (EF) is an international education company which focuses on language, academics, and cultural experience. EF (www.ef.com) has hundreds of schools and offices worldwide and online English learning platform English Live . With long term commitment in China, EF has been selected as the official supplier of language training services for Beijing 2008 Olympics. Since 1988, EF has provided service to Olympic Games for six times, including the PyeongChang 2018 Winter Olympics and the upcoming Tokyo 2020 Olympics. Each year, EF publishes the English Proficiency Index (www.ef.com/epi) measuring the English ability of adults in countries across the world.