主要职责

Assist CGM to create a customer-focused service organization, where customer can enjoy their learning experience at an EF center.

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。

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).

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盖率，对退款或投诉等特殊案列的处理等。

Ownership of center facility management, ensuring pleasant physical environment and excellent English learning atmosphere.

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。

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.

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。

Facilitate service operations staff job satisfaction, competency enhancement and career development.

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。

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Carry out other administrative duties at this role, including but not limited to service operations staff performance measurement and bonus calculation, etc.

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。

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Work with CGM and regional RED on operations staff hiring and retention.

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。

上班地址：罗湖/福田/南山区地铁沿线成人中心