杭州招聘

The Role:
Student Progress Manager is responsible for creating a welcoming center atmosphere for customers, assisting customers to successfully reach their learning objectives and ensuring customer satisfaction. Senior Service Specialist provides customers with tailor-made study advices within the framework of EF learning methodology, and helps customers set and meet their learning goals throughout their study course. Senior Service Specialist liaises with Course Consultant and is responsible for contributing to retention revenue and refund control.

Supervision:
Reports directly to Centre Operations Manager

You will:
Ensure customers meet their learning objectives by setting up study plan, monitoring study pace and providing study advices.
Enhance customer experience by resolving their issues promptly, providing customized study consultation and organizing various center events (*only applicable to 1st tier cities).
Improve customers’ satisfaction by identifying customers’ service needs and cooperating with relevant colleagues to develop efficient service programs.
Collaborate with Course Consultants to drive internal revenue, including course extension, renewals and referral
Support center operations in completing all administrative duties to a high standard as required, including reception and other relevant customer services.
Handle customer complaints
Assist COM in managing team performance to drive center operational and service excellence

You have/are:
Undergraduate degree (or above), English major preferred
2+ years of experience in service and relevant industries, overseas work and study experience is preferred
Customer focused and detail-oriented
Strong communications skill
Time management, can multi task to get more done in less time
The ability of identify customers’ unmet service needs, and good problem solving skill
Good team player in a multi-cultural environment
Mature, passionate and creative
Be flexible to working hours, able to work during weekends if required

Level of English required: is at or above Upper-Intermediate stage in 1st tier cities; is at or above Intermediate stage in 2nd tier cities:

Career plan:
This is a position for people who want to develop communication skills, customer service delivery and operations skills. In this position, people are able to work with various groups of people internally and externally. Also, people in this position are able to practice their problem solving and interpersonal skills. Career progression can lead to a number of directions including more senior Operations roles, Educational Services, or Sales.

Pls send your CVs to efpe-hr@ef.com

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。英孚还发布了全球英语熟练度报告,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 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 measuring the English ability of adults in countries across the world.