宜昌招聘

职位描述：
Job Role/Key Areas of Responsibility / 岗位职责以及核心工作
Senior Service Consultant is responsible for creating a welcoming center atmosphere for customers, assisting customers to successfully reach their learning objectives and ensuring customer satisfaction. The Senior Service Consultant 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. The Senior Service Consultant liaises with Course Consultant and is responsible for contributing to retention revenue and refund control.
高级服务顾问需要为来访客户和学员创造高品质的体验环境，并帮助学员成功达成他们的学习目标以及保持高水平的学习满意度。高级服务顾问会在EF学习方法论的框架下，为学员提供定制化的学习进度管理服务，帮助他们设置并达到他们的学习目标，顺利完成学习课程。同时，高级服务顾问也需要与课程顾问密切合作，贡献内部续签销售业绩以及管理退费流程。

Key Roles and responsibilities: / 核心职责
Ensure customers meet their learning objectives by setting up initial study plan, monitoring study pace and providing customized ongoing study plan and advices./ 通过为学员设置学习计划，监督学习过程和节奏并提供个性化的学习计划和建议，以此帮助学员达成学习目标。
Enhance customer experience by resolving their issues promptly, providing study consultation and organizing various center events.通过及时和积极解决学员在学习过程中的问题，组织多样化的学习活动强化学员的学习效果和满意度。
Improve customers’ satisfaction by identifying customers’ service needs and cooperating with relevant colleagues to develop efficient service programs./ 通过发掘客户需求，与相关团队合作开发更有效地学习服务项目以提高学员满意度。
Collaborate with Course Consultants to drive internal revenue, including course extension, renewals and referral / 与课程顾问展开密切合作以促进内部二次销售，包括课程续费，内部推荐等。
Support center operations in completing all administrative duties to a high standard as required./ 支持开展中心的行政工作保持高水平
Handle customer complaints / 管理和处理顾客投诉案件
Assist Center Operation Manager in managing team performance to drive center operational and service excellence / 协助中心运营经理维持整个中心的高效优质运营
Creates English Speaking Environment by touring iLab area, organizing students activities / 设计，组织相关学习活动，帮助中心营造良好的英语沟通氛围

Qualifications/Requirements / 任职要求：
-Undergraduate degree (or above), English major preferred / 本科及以上学历，英语专业优先考虑
-Customer focused and detail-oriented / 客户导向，细节导向。
-Level of English required: fluent in both oral and written English; must pass EF English Proficiency test / 英语水平要求： 口语流利，书写熟练。须通过EF英语能力测试并达到中-高级水平或以上。
-2+ years of experience in service and relevant industries, overseas work and study experience is preferred / 2年或以上服务工作经验或类似行业经验。海外留学或工作经历者优先考虑。
-Strong communications skill / 出色的人际沟通能力
-Time management, can multi task to get more done in less time / 善于时间管理，能够良好处理多线程工作
-The ability of identify customers’ unmet service needs, and good problem solving skill
Good team player in a multi-cultural environment / 具备良好的客户需求挖掘能力，良好的问题解决能力，善于团队合作
-Mature, passionate and creative / 个性成熟并有创造力
-Be flexible to working hours, able to work during weekends if required / 能够适应灵活的工作时间安排，愿意接受周末工作时间制（每周工作5天休息2天）


Career plan / 职业发展
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 but not limited to more senior Operations roles, Language study trainers, or Sales.
这个职位适合那些愿意发展自身人际沟通能力，客户服务及运营交付能力的人才。 在这个岗位中你可以和内部和外部不同角色人群一起合作。另外，在这个职位工作中也会锻炼问题解决能力。职业发展方向包括但不限于高级运营管理岗位，英语教学岗位或咨询顾问等。 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.