岗位总览

作为一名学习督导，你负责通过与客户建立长期关系、及时沟通学员学习进度、解决紧急问题或顾虑来确保客户需求的满足，从而最终达成EF课程的再销售和产生在读学员推荐。

在教育领域，客户就是学员及其家长。老师负责学员的进步，而你负责将进步传达给家长。为了使这一过程顺利和成功，你需要与老师、学员和家长建立关系，清楚知晓家长的需求和期待，负责兑现承诺，并对学员的学习进度有很好的了解。

如果你想成功，你需要专注于赢得父母的信任和满足他们的期望。你应该真诚地关心学生的进步，耐心、积极和富有同情心。你可以把自己放在客户的立场上，你不惧怕挑剔的反馈。沟通是你的核心技能。销售技巧和产品知识使你能够为客户提供最合适的课程来满足他们的需求。

背景

• 你热爱文化教育行业
• 你是天生的解决问题专家
• 你擅长与人交流
• 你很有亲和力及耐心，总是面带微笑
• 你能保持专业的形象和工作风格
• 你能轻松面对压力
• 你对客户的需求非常敏感
• 你注重工作细节、计划性强

工作职责

工作职责集中在五个层面：家长沟通、销售、行政、教学和学员相关。

家长沟通与客户满意度

• 定期与家长沟通学员在英孚的学习进展
• 与家长及学员建立牢固的关系和信任
• 必要时向家长更新学习细节（比如教学内容、回家作业、考试结果等）
• 根据我们的Efekta课程管理系统准备、促成和实施需要家长参与的教学活动
• 与家长分享学员上课情况的照片或视频
• 解决学员家长的任何顾虑、问题或投诉
• 及时向家长更新任何与学习相关的变化（如教师更换、课程表更改等）
• 收集家长对过往活动的反馈和他们在EF的总体体验
• 确保实现客户净推荐值的目标

销售

• 向客户再销售EF核心课程，实现月度和年度销售目标
• 达成学员推荐目标
• 进行季节性销售，以满足客户的需求，***限度地推进学员学习进展
• 重新激活停课学生
• 跟进退款原因

行政

• 使用CRM客户关系管理系统记录所有与班级、学员和家长管理相关的信息
• 定期与其他PA、教师和团队其他成员沟通并密切合作
• 及时回复电子邮件和接听电话
• 根据英孚规则和政府法规，特别是健康和安全、火灾和紧急情况，保护学校场地和设备

教学

• 参与和推广能帮助学员取得学习进步的活动
• 进班听课，以更好地了解学员表现，与家长分享

学员相关

• 与学员建立信任关系
• 确保学员在校期间和接送期间的安全

我们的英孚中心不仅是学校，更是学习社区。你是使这个社区繁荣的一分子，你帮助学员完成课后作业，保持学校环境清洁和舒适，协助装扮主题派对。

基本要求

• 出色的沟通能力
• 能够正确选择沟通渠道（面对面、电子邮件、电话、消息）
• 能清晰、礼貌、易于理解地沟通
• 能全神贯注、理解、回应和记住所说的话
• 团队合作精神强，能与同事良好合作
• 能够与家长及学员建立牢固的关系和信任
• 天生的解决问题者，能够将客户放在首位，在遵守英孚规则和价值观的同时，以客户的***利益为出发点，找到并提供解决方案
• 强大的销售人员，能够快速掌握产品和公司知识，有效地向客户推销英孚学校和产品
• 时间管理能力，能够确定优先级并在规定时间内高质量完成任务
• 使命必达的精神、关注细节，富有激情

核心要求

• 大专及以上学历，有教育学背景者优先
• 2年以上工作经验，亦欢迎有海外留学背景及优秀应届毕业生
• 有相关客户类工作经验者优先
• 英语流利，能够与外籍人士直接沟通
• 乐于沟通，善于交流，性格开朗
• 做5休2，周末上班，周中休息，能承受一定工作压力,可以接受轮班制
• 对待工作有责任心，具有良好的协调组织能力
• 具有团队合作精神

工作条件&福利待遇：

• 市内规定的社保及公积金（五险一金）
• 100%报销的商业医疗报销
• 工作***年可享受10天年休假
• 完善的晋升渠道以及培训体系
• 员工本人可享受免费英孚英语培训

如果你自认为符合上述的一切条件，你就是我们寻找的人！加入EF，你将加入一家充满活力的公司！

请将您的简历发送到efhr.fz@ef.com，并附上你最近3个月内的生活照片 ，谢谢！

Progress Advisor学习督导

EF English First Kids & Teens Own School

FuZhou, China

Job Summary

As a Progress Advisor, you are responsible for re-selling EF courses and generating referrals by building long-term relationships with customers, timely communicating about students’ study progress, resolving any emergent concerns or questions and ensuring that customers’ needs are met.

In the world of education, customer is represented by student and their parent(s). Teacher is responsible for student’s progress, while you are responsible for communicating the progress to the parent. To make this process smooth and successful, you need to build relationship with teacher, student and parent, clearly know parents’ needs and expectations, be responsible for delivering what is promised, and have a very good understanding of student’s ongoing study progress.

If you want to succeed, you need to be focused on winning parents’ trust and satisfying their expectations. You should genuinely care about students’ progress, be patient, positive and empathetic. You can put yourself in customers’ shoes and you are not afraid of critical feedback. Communication is your core skill. Sales skill and product knowledge enable you to provide the best match to meet customers’ needs.

The role:

The Customer Relations Officer position is an essential and key position in EF schools. As the leader of student service team, work closely with sales and academic team to reach students' satisfaction of their study experience in EF.

Responsibilities

Responsibilities are gathered around 5 main clusters: parent communication, sales, admin, academic and student-related.

Parent Communication and Customer Satisfaction

• Regularly communicate with parents regarding students’ studies at EF and their progress
• Build strong relationships and trusts with parents and students
• Update parents on study specifics when required (i.e. covered in class, practice, tests results)
• Invite parents, prepare, facilitate, participate in and deliver parent-facing events in accordance with our EFEKTA communication system
• Send students’ media to parents
• Solve any concerns, questions or complaints from parents
• Timely update parents on any study-related changes (i.e. teacher, schedule)
• Collect parents’ feedback on passed events and their EF experience in general
• Ensure NPS goal achievement

Sales

• Re-sell EF core courses to customers and achieve monthly and annual sales targets
• Reach referral targets
• Make seasonal sales that would suit customers’ needs to maximize progress
• Reactivate drop-out students
• Follow-up on the reasons for refunds

Admin

• Do all the necessary group-, student- and parent- management operations using CRM system
• Regularly communicate and closely collaborate with other PAs, teachers and the rest of the team
• Timely reply emails and answer calls
• Keep school premises and equipment in accordance with EF rules and government regulations especially for health and safety, fire and emergency situation

Academic

• Participate in and promote campaigns and activities that support students’ progress
• Observe lessons to better understand students’ performance, share with their parents

Student-related

• Build trust relationship with students
• Ensure students safety at school and during drop-off and pick-up

Our EF centers are not only schools but learning communities. You are a part of making that community thrive, through helping post student work, keeping the school environment clean and pleasant, helping decorate for parties.

Basic requirements

• Excellent communication skills
• Able to choose communication channels correctly (face to face, email, call, message)
• Able to communicate clearly, politely and easy to be understood
• Able to fully concentrate, understand, respond to and remember what was said
• Strong team player, able to cooperate well with colleagues
• Able to establish strong relationships and build trusts with parents and students
• Natural problem solver, able to put customers first, find and deliver solutions to customers’ problems in their best interests while abiding by EF rules and values.
• A strong sales person, able to quickly grasp product and company knowledge, and effectively pitch EF schools and products to customers
• Time management skills, able to prioritize and complete tasks in a timely manner at a high quality
• Can-do attitude, attention to detail and passion

You have/are:

• Junior College graduate or above; education major is a plus
• 2 years working experience on customer service or related is a plus
• Good command English both in speaking and writing; good speaking in mandarin
• Excellent presentation and communication skills
• High patience, strong responsibility for work
• Good team player for working under pressure
• Good computer skill at office software, and internet;
• Willing to work on weekend and have weekdays off.

EF English First Kids & Teens is a leading company in the fast growing and promising ESL market of kids & teens. We provide first class quality of teaching and service to the customers and value people who are passionate about English education for children and skillful of doing their jobs.

EF stands for "Education First". Founded in 1965 by entrepreneur Bertil Hult, EF is now the world’s largest private educational organization. With a mission to break down barriers in language, culture and geography, EF has helped over 15 million people to learn a new language, discover the world, or earn an academic degree. EF operates 400 schools and offices in over 50 countries with 34,000 employees. To date, "Education First" is more than our company name. It is our corporate passion.

EF is an equal opportunity employer. Join EF, we promise you a rewarding career where you can make a difference. To keep up with our worldwide growth, we are looking to hire more global entrepreneurs who want to drive business, break new ground, and see the world. If you think this could be you, then contact us and send your cover letter and CV to e1.recruit@ef.com.

上班地址：福州市晋安区岳峰镇竹屿路6号东二环泰禾城市广场商业中心17号楼第二层

地图

EF英孚教育创立于1965年，以“打破人与人之间所有语言，文化和地域上的界限”为目标，自创立之日起一直走在英语教育的前端。如今，EF英孚教育在全球50多个国家设立了500多所培训中心，学员近1,500万。在中国，英孚已经在50多个城市设立了200多所英语培训中心。旗下产品线囊括了成人英语、少儿英语、企业培训、海外游学、出国留学等等，涵盖了市场的各个领域。

EF英孚教育被正式指定为2010年亚运会语言培训服务供应商和2014年巴西世界杯足球赛语言培训服务供应商。

英孚教育评为“第一工作场所”（2010中国经营报《职场》杂志）

英孚企业培训在线课程誉为“2011中国企业培训行业***品牌”

EF established by swedish entrepreneur bertil hult in 1965, EF education first aims to “break the barriers in language, culture and geography”. upon its foundation, EF has been playing a leading role in the english training industry. Now EF is the education organization that specializes in language training, educational travel, academic degree programs and cultural exchange. As of today, EF has grown into the world’s leading private education organization in the world, with over 15 million students in over 500 schools, covering more than 50 countries. EF has over 200 schools across more than 50 chinese cities.

EF named "china's best workplace" (2010chinese business media)

EF corporate language learning solutions named “best corporate training product”