东莞招聘

职位描述

你享受帮助用户获取最佳的在线英语学习体验吗？你是一个擅长带给客户意外惊喜的能手吗？Englishtown——英孚教育旗下创新尖端的在线学习平台正在寻找这样的人才，热爱并能够为我们的学员提供优质客户服务。客户服务是我们业务发展的核心。随着中国区业务在未来一年的急速拓展，我们正在期待资深优秀的客服人才加入我们的团队，我们也将回报以充满发展潜力的事业良机。

资深客服专员负责及时有效地为我们的中国学员提供友善而专业的客服支持，包括通过电子邮件回复学生疑问，在线客服聊天支持，提供新生在线咨询，以及主动通过电话、电邮、短讯等多种方式跟进，引导不活跃学员重新开始学习。

客服专员也将负责处理学员投诉和退款申请，确保为学生提供专业而令人满意的解决方案，同时与销售团队紧密合作，以提高学员保有量，推荐率和降低退款率为团队目标。

工作职责

• 及时有效地回复学员疑问，提供富有帮助并友好的回答
• 在线客服聊天支持
• 以专业积极的态度处理投诉和退款申请
• 为学员提供电话支持，解决针对在线产品和技术的相关紧急疑问
• 提供在线新生引导服务，介绍产品和性能，以帮助新生无障碍地开始首次使用学习
• 与销售团队紧密协作，以降低退款率和提高学员保有量为目标
• 追踪学员学习进度，并提供必要的跟进和指导，以提高学员的学习动力

职位要求

• 大学或相关学历者优先
• 至少两年的客户服务经验者优先
• 优秀的中文口头和书面沟通能力，会广东话和英语者优先
• 关注细节，能够快速应付较大的工作量
• 热心于团队协作，具有强烈的驱动力和工作热情
• 熟练的电脑使用能力

ROLE DESCRIPTION

Do you enjoy helping customers get the most out if their online learning experience? Are you an expert at satisfying your clients by exceeding their expectation? Englishtown, EF’s innovative, cutting-edge online learning system is looking for people who are genuinely excited to provide the optimal customer service experience to our students. Customer Relations is at the very heart of our business and we are now looking for additional customer service senior associates to join the team as we grow and expand our student base. We have a very exciting year ahead of us and for the right candidate this job provides a good starting point for an exciting career with great opportunities.

The CR Senior Associate is responsible for providing friendly and professional replies to our students to ensure we deliver qualified and timely customer service responses to our students throughout China. This entails responding to student emails, live chatting through Click-to-Chat, providing Online Orientation sessions as well as actively following up on inactive students by phone / email / SMS to get them started again.

As refunds invariably occur from time to time, the CR senior associates also need to handle complaint cases and refund requests to ensure a professional and amicable resolution can be reached. As a team member of our CR team, you would also work closely with our Englishtown sales channels to increase retention and referral sales as well as reduce refunds.

As the CR Senior Associate, you would have the following specific responsibilities:

• Provide useful and friendly reply to students’ requests in a timely and effective manner
• Live chat with students responding to their enquiries
• Resolve complaints and refund requests in a professional manner for a positive resolution
• Phone coach students with urgent computer or study questions relating to our online product
• Provide Live Orientation sessions to introduce our online product and it’s features to new students to ensure that their first study experience with us is a positive one
• Work closely together with our sales teams to reduce refunds and increase retention rate
• Track our students’ progress relative to their study plan and provide follow-up coaching when necessary to motivate them to keep studying

REQUIREMENTS

• BA / BS or equivalent preferred
• At least 2 years customer service/ client service experience preferred
• Strong communication and customer service skills in Mandarin a must, Cantonese or English a plus
• Detail oriented, with the ability to complete a large volume of work quickly
• Passionate team player with a strong drive and passion
• Strong computer application skills