上海招聘

Job Purpose:

The Assistant Customer Services Manager, ACCA China is responsible for the delivery of effective and quality customer and member services, supporting the Regional Head of Customer Services – Greater China and CHQ Customer Service by handling all local Customer Service activities in China covering all 9 national offices.  He/she is also required to oversee the Jobs Board service delivery, On-Demand CBE local coordination, market level campaigns to enhance the prospective and current students’ engagement with an aim to improve recruitment, progression, conversion and retention.

 

  

Key Responsibilities:    

1. Act as main knowledge manager to ensure relevant information is relayed frequently and timely between markets team, HQ functional teams (Marketing, Education..etc), local CS and Guangzhou Call Centre in order to optimize customer experience. 

2. To resolve complexed customer problems / complaints by applying the appropriate customer handling skills on the spot and escalate the case to Regional Head of Customer Services – Greater China when necessary. 

3. Act as a conduit of information between China and CHQ. This will include ensuring that all priorities, issues and management information in China are captured and passed to RHoCS GC/CHQ for processing. Become the designated point within China for escalated CS issues.
   

4. Serve as a conduit to support and oversee Jobs Board operations in China including monitoring of online platforms to ensure seamless customer experience. Train all local CS employees and markets customer facing staff in China to ensure alignment to CHQ processes. 

5. Line management of relevant local CS employees in China (excluding dedicated B2B employees).

6. Support CHQ on local CBE centre visit on all new applications, renewals and centre reviews to ensure compliance.

7. To feedback customer comments to the Regional Head of Customer Services – Greater China for service improvement.

8. Other projects as requested by the Regional Customer Services Manager, such as to promote use of the online IR, optimize new IVR platforms and email migration tools. At the same time, to comply with the tracking of all non-GCC local customer service activities.
   

9. Forward enquiries on local activities to relevant staff members in national offices to ensure prompt response and follow through.

10. To assist the Regional Head of Customer Services – Greater China in preparing reports. 

11. Coordinate and support applications submitted to local offices. This may include Conditional Exemption, further exemption claims, exam entry form, re-registrations, payments including membership fees, PER return, CPD declarations, practising certificates and others concerning exam entries, and ensure timely reporting of statistics to relevant teams and dispatch of documents to CHQ. 

12. Provide assistance to meet local sales target such as new students’ recruitment by planning outbound call campaigns to clear the pipeline.
    

13. Create and update all kinds of guideline for potential students, students and members, such as registration guide, CN ACCA guide, payment guide and any web contents related to transactional processes.
    

14. Plan, coordinate and execute local new member conversion related sessions in order to meet the new member conversion and conversion within 4 years targets. 

15. Provide assistance to parts of events organized for students and members, including on-site support and some logistic work.

16. Provide support to CHQ on confirming information and translating necessary information for IR applicants.

17. Actively engage in post CSAT survey follow-up related activities to improve net promoter score values across all surveyed customer groups.   

 

Key Metrics (financial and/or non-financial):  

Student, affiliate and member retention rate  

Member new intake target  

On-hold IR numbers  

Student progression  

Customer satisfaction rate  

CBE centre applications and renewal/review status  

Exam Entries target

      

Knowledge, Skills and Experience:  

• Possess at least a diploma and/or university degree in preferably marketing or business with 4-5 years of working experience in customer facing environment.

• Prior line management experience

• Excellent written and spoken communication skills

• Proficient at English speaking, writing, listening and reading

• Customer Services orientation

• Highly ethical, accountable and responsible with the right attitude.

• Good at PowerPoint, Excel and Word

• Demonstrate pro-activeness, problem solving ability

• A team player.    

Working Relationships:    

Internally: colleagues responsible for marketing, member services and employers  

Externally: potential students, students, affiliates, members, ALPs, CBE centres

      

Decision Making (Freedom to Act):  

• Case solving for potential students, students, affiliates and members

• Guidelines and customer engagement contents

        

Organisation Chart:

The role reports to Regional Head of Customer Services – Greater China, and works closely with Member team, Marketing team and Learning and Student Development team. 

  

Additional Information:    

• Travel within China, including overnight stays when needed on occasion

• Proficient in computer skills, excellent spoken and written in both Chinese and English

ACCA (特许公认会计师公会)是全球广受认可的国际专业会计师组织，为全世界有志投身于财会、金融以及管理领域的专才提供首选的资格认证。ACCA目前在中国大陆拥有6,700名会员及78,000名学员，并在北京、上海、广州、深圳、成都、沈阳、青岛、武汉和长沙共设有9个代表处。

ACCA为全球180个国家的200,000名会员及486,000名学员提供支持，从雇主的技能需求出发，为会员和学员的事业发展提供完善的专业服务。ACCA透过全球101个办事处和中心，以及全球超过7,200家认可雇主，为员工的学习与发展提供高标准服务。ACCA致力于维护公共利益，提倡适度的会计监管方式，？？？同时，通过开展国际化研究，不断提升财会行业的声誉与影响力。

目前，ACCA的核心——ACCA专业资格正在进行重大创新，以确保我们的会员继续成为全球倍受推崇和青睐、与时俱进的专业会计师。

ACCA自1904年成立以来，一直秉承着独特的核心价值，即机遇、多元性、创新、诚信和责任。了解详情，请访问ACCA网站：******************


About ACCA
ACCA (the Association of Chartered Certified Accountants) is the global body for professional accountants, offering business-relevant, first-choice qualifications to people of application, ability and ambition around the world who seek a rewarding career in accountancy, finance and management. ACCA now has 6,700 members and 78,000 students in mainland China, with 9 offices in Beijing, Shanghai, Guangzhou, Shenzhen, Chengdu, Shenyang, Qingdao, Wuhan and Changsha.

ACCA supports its 200,000 members and 486,000 students in 180 countries, helping them to develop successful careers in accounting and business, with the skills required by employers. ACCA works through a network of 101 offices and centres and more than 7,200 Approved Employers worldwide, who provide high standards of employee learning and development. Through its public interest remit, ACCA promotes appropriate regulation of accounting and conducts relevant research to ensure accountancy continues to grow in reputation and influence.

ACCA is currently introducing major innovations to its flagship qualification to ensure its members and future members continue to be the most valued, up to date and sought-after accountancy professionals globally.