上海招聘

Customer Service Manager

We are currently looking for a Customer Service Manager with the following responsibilities:
? Lead the customer service and delivery processes across all three China offices including line management of full-time customer service staff and part-time teaching resources
? Systematizing and optimizing customer service work flows as our business expands and we add more staff. In particular we will need to reexamine all of our core customer service processes as we move from a pure Business to Business focus to embracing Consumers directly with a Software as a Service (SaaS) model
? Champion our increasing adoption of the Salesforce CRM system beyond sales management to include our post-sales and customer service processes
? Work with Development (technical and teaching) teams based in Japan and the UK as our technical infrastructure and service offerings expand
? Support the sales team from a customer service perspective during pre-sales and post-sales work
? Participate in systems integration work and user support where our courseware is installed locally on a customer Learning Management System (LMS)
? Special projects as assigned

The position will be mainly office-based in our Shanghai office but does offer frequent opportunities for customer contact both online and in pre-and post-sales work at customer sites. There will also be opportunities for occasional international travel to Hong Kong and our offices outside China. The Customer Service Manager is a senior position reporting directly to the General Manager in Beijing. The successful candidate is expected to play a leadership role and be a senior presence within the office and greater company. A general pitch-in attitude and the flexibility to be creative in responding to customer requests are critical.

The successful candidate should hold at least a Bachelors degree and have a minimum of seven years of working experience, at least two years of which has been in a management role. Ideally he or she will have significant background in the English language training industry and/or in the IT/internet industry in a customer service capacity. A strong grasp of IT from a business and consumer perspective is essential, as are a fine eye for detail and great organization skills. Experience working with Salesforce and particularly at an advanced level is a huge plus.

We will consider both Chinese nationals and foreign candidates but in either case the successful candidate must be equipped to work in an international business environment and have proven experience doing so. If native Chinese he or she should have the English language ability to work effectively with international colleagues in an English education business. If a foreign candidate he or she must have solid Chinese language skills and the cultural sensitivity necessary to work well in a Chinese office setting.

We offer a competitive package and the opportunity for advancement for exceptional performers.


客户服务经理：


职位要求：

1 本科及以上学历，具有英语培训/IT/互联网行业客服方面的工作背景，至少七年以上相关工作经验；
2 有领导经验，做过大公司中级以上职位，至少两年以上管理工作经验；
3 负责线上及售前、售后的客服工作，有耐心并且能够灵活的处理客户提出的各种问题；
4 具有扎实的计算机知识，有敏锐的商业眼光和市场洞察力，善于观察、把握细节并拥有出色的组织能力；
5 能够熟练使用Salesforce系统软件者，优先考虑；
6 我公司同时考虑中国籍及外籍人士，且应聘者必须具有跨国公司工作经验。如应聘者为中国籍，则须具备与英语教育行业的外籍同事交流的能力；如应聘者为外籍人士，则须具备一定的汉语交流能力，认同中国文化，能够与中国籍同事友好相处；


工作内容：

1 负责国内三个分公司的在线客服及兼职教师的管理工作；
2 在公司业务量大幅增长及人员增加时，能够使客户服务工作更加完善、系统化；特别是将现有的客户服务流程管理模式从B2B转换到软件运营服务模式(SAAS)；
3 运用Salesforce CRM系统，监管客户服务和销售相关的售后服务；
4 就技术支持和服务支持工作，需要和我公司在日本和英国的技术开发、课程开发团队协调沟通；
5 配合销售部门做好售前、售后的客户服务工作；
6 在公司课件安装到客户的学习管理平台（LMS）时，提供技术支持和服务支持；
7 此职位为高级职位，直接向总经理汇报；完成总经理交办的其他工作。

工作地点主要在上海，有机会到香港及国外进行岗位培训和工作交流，我公司将提供具有竞争力的薪资和广阔的个人发展空间。

Reallyenglish is a leading provider of English language training solutions to corporate clients in China and Japan. We work with the leading providers and publishers of English language content including Cambridge University Press, McGraw-Hill, and Pearson. We are a wholly-owned UK company with a proven track record of success in Asian markets, already becoming the number one company in our space in Japan with the goal of becoming the same in China! Our customer list includes many leading multinational, Chinese and Japanese companies such as China Telecom, Air China, Taikang Life Insurance, Citibank, UBS, ABB, Epson, Canon, IBM, and Kingston, to name just a few. Because of our continued success in 2010, we have now opened an office in Hong Kong to serve southern China and Taiwan, giving us the ability to effectively serve all of the Greater China market.

In 2010 Reallyenglish opened an office in Hong Kong to complete our coverage of the Greater China branch;
In 2012 we opened an office in Singapore to better serve our customers across South and Southeastern Asia.
In South Korea, Reallyenglish with the leading English textbook publishers - Neungyule successfully entered the market there and we continue to develop new courses there.

Information about the company and our course and service offerings can be found at www.reallyenglish.com.

Due to our continuing expansion, we seek to recruit new team members for our Beijing and Shanghai offices.We are recruiting new account manager and sales/administrative assistant, who will be based in our Shanghai and Beijing offices.

Candidates interested in this position should send an email with a cover letter/introduction along with the text of your resume all in the body of the email (no attachments please!) to: recruit-china@reallyenglish.com

Reallyenglish 总部位于英国伦敦，自2002年公司首次推出网络英语教育网站后，Reallyenglish已成为大型企业及教育机构和个人的合作伙伴，客户范围遍及全球。Reallyenglish日本公司是最早开发的重点市场，经过与日本国际交流英语考试中心（即托业考试）合作，迅速打开日本市场，公司又相继与大型培训组织合作，为多家日本、国际知名公司提供服务，公司现居日本网络英语培训行业首位。
2005年，Reallyenglish在中国注册成立了北京瑞艾利教育科技有限公司，通过与中国众多主流培训机构（麦格劳-希尔、皮尔森、牛津职业培训、蓝贵记等）、出版商（剑桥大学出版社、高等教育出版社、Financial Times等）和大学（北京语言文化大学、北外在线等）的合作快速拓展了中国市场。Reallyenglish所服务的行业遍及航空、电信、保险、银行等领域，客户包括中国国航、中国电信、泰康人寿、花旗银行、ABB、SAP、IBM、KINGSTON、CANON等众多中国乃至全球知名企业。

2010年，Reallyenglish香港分公司正式成立，服务于香港、台湾的客户；
在韩国，Reallyenglish与领先的英语教材出版商Neungyule通力合作，成功进入韩国市场并与其合作开发了适用于当地市场的五门课程；
年内公司计划在新加坡开设分公司，以覆盖南亚和东南亚地区的客户。

更多公司、产品及服务信息请登录www.reallyenglish.com。

因公司业务呈现出急速发展的状态，我们的北京、上海两地诚邀新团队成员的加入。
我们将为您提供必要的岗位培训、专业英语培训及丰厚的待遇（底薪+五险一金+补贴+奖金+提成）。对所述职位感兴趣者请将自我推荐信及简历（请勿提供附件）发送至 recruit-china@reallyenglish.com。