杭州招聘

职位描述：
概述
 
负责中心运营绩效、客户体验和服务运营团队的管理；配合中心校长和中心的其他职能部门经理营造一个以客户服务为导向的工作环境。该职位职能主要集中在三方面：
 
1）营造高标准的服务，优化客户体验；
 
2）提高服务运营团队满意度，关注员工个人发展；
 
3）中心成本控制和运营流程优化。
 
主要职责
 
协助CGM营造一个以客户服务为导向的工作环境，从而提高客户在EF中心的学习满意度。
 
通过考核客户满意度指标提升客户满意度，常用的考核指标有Net Promoter Score (NPS)、学生学习周期管理服务覆率，对退款或投诉等特殊案列的处理等。
 
负责中心设施管理，确保中心学习环境舒适和营造良好的英语学习氛围。
  
领导服务运营团队配合中心销售给客户提供无缝链接的售后服务，从而保证中心净内部收入的良性增长，包括课程续约、升级和推荐。
 
提高服务运营团队员工的工作满意度，关注和推进其个人能力的提高和职业发展。
  
其他涉及到该职位的管理职能，包括但不限于对服务运营员工的绩效衡量和相关奖金的计算等。
 
配合中心校长和区域招聘和发展部门进行运营团队员工的选，聘，留。
 
主要业绩指标
 
中心学生满意度
 
中心净内部营业额达标率
 
实际上座数完成率
 
服务覆盖率
 
中心成本控制
 
中心服务运营人员的流失率
 
候补失败人数
 
未check-in 节数
 
上座率
 
 
任职资格：
 
1. 本科（以上）学历以及相关专业背景

2. 具备客户服务相关知识和实践经验

3. 具备相关的计算机及办公软件使用技能

4. 能熟练使用中文和英文进行沟通，如果会第三种语言（方言）可以增加你的优势
 
5. 具备一定的领导力和逻辑思考能力
 
6. 7年以上跨国公司工作经历和3年以上管理经验


SYNOPSIS
 
 Responsible for center operations performance, customer experience and service operations team
management; support CGM and collaborate with center other cross-functional leaders to create a
customer-focused service organization. This role will focus on three primary areas:
 
1) Create high level of service and excellent customer experience;
 
2) Service operations staff satisfaction and talent
development;
 
3) Center cost control and operating process optimization.
 
 
KEY RESPONSIBILITIES
 
Assist CGM to create a customer-focused service organization, where customer can enjoy their learning experience at an EF center.
 
Drive customer satisfaction through improvement of key satisfaction indicators, eg. Net Promoter Score (NPS), Student Lifecycle Management service coverage and exceptional cases handling (eg. refund, complaints).
 
Ownership of center facility management, ensuring pleasant physical environment and excellent
English learning atmosphere.
 
Lead service operations team to collaborate with center sales in providing streamlined post-sales service, which ultimately contributes to the growth of center net internal revenue, including course renewal, upgrade and referral.
 
Facilitate service operations staff job satisfaction, competency enhancement and career development.
 
Carry out other administrative duties at this role, including but not limited to service operations staff
performance measurement and bonus calculation, etc.
 
Work with CGM and regional RED on operations staff hiring and retention.
 
 
KEY PERFORMANCE INDICATOR
 
Center student satisfaction
 
Center net internal revenue realization
 
Seats taken vs. Plan
 
Service coverage
 
Center cost control
 
Center SS turnover rate
 
Waiting failed
 
No check-in classes
 
Seat utilization
 
Requirement:

1. Bachelors degree in related field or equivalent

2. Knowledge of customer service principles and practices

3. Knowledge of relevant computer applications
 
4. Very Fluent Mandarin & English communication skills. Knowing dialect would be a plus.
 
5. Strong leadership and logic way of thinking
 
6. 7 years + Work experience in an international company + 3 years management experience is a necessity 举报 分享

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.