概述

负责营造一个以客户服务为导向的中心环境,为客户提供优质的服务；支持服务运营经理并与其他职能部门协作确保以下三项目标的达成：

打造高标准的服务, 优化客户体验;

控制中心成本和优化 运营流程;

促进中心净内部收入的良性增长。

资质要求

学历:本科或本科以上学历。

经验:一年及以上服务行业相关工作经验者，或半年以及以上教育行业相关工作经验者优先。

语言能力：出色的英语交流能力，持大学英语6级以上证书；持英语专业8级者更佳。

主要职责

协助服务运营经理提高运营效率和服务质量、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 中心的体验满意度。

营造舒适的中心学习环境和良好的英语学习氛围。确保英文在中心作为主要沟通语言。 ?负责中心学生满意度以及完成学生跟进覆盖率。按照公司标准的学生学习周期管理服务流程, 对自己所负责的学生进行相应的跟进。例如:制定学生个人学习计划,并能通过多种沟通渠道 持续地跟进学生,处理学生投诉。

针对不同类型客户的服务需求,提供相关的服务项目,从而提高客户的整体体验。

根据学生的 学习进展及时地调整服务项目。

配合中心课程顾问和培训师促进中心净内部收入的良性增长,包括课程续约、升级和推荐。

履行其他涉及到该职位的行政职能,包括客户接待和其他相关客户服务工作等。

?贯彻执行总部制定的相关政策和流程,确保中心的运营符合全国标准。

协助服务运营经理进行中心成本优化管理。

?其他根据公司需要所授予的职责和责任。

职业发展：

定期的职业评估为你提供广阔和公平的职业发展空间。

学习服务顾问-资深学习服务顾问-客服主管-中心运营经理。

我们提供

有竞争力的薪资，极具诱惑力的奖金；

完善的社会保险及商业保险,年度体检；

国家规定的法定节假日，带薪年假（10-15天），海外旅游及丰富奖品奖励；

员工本人可享受免费的英孚英语培训；

快速及完善的晋升以及培训体系，为你职业发展目标量身订造在职培训课程。

加入EF英孚教育成人英语培训中心，你将加入一家充满活力的公司！

工作地点：

长沙中心：长沙市天心区坡子街216号悦方iD mall 5楼英孚教育

SYNOPSIS

Responsible for creating a welcoming center atmosphere for customers, providing customers with quality service; support COM and liaise with the other functional team to ensure three primary targets can be met:

Create high level service and excellent customer experience;

Control center cost and optimize operating process;

Contribute to the growth of center net internal revenue.

QUALIFICATION

Education: Bachelor Degree or above.

Experience: 1 Year or above service relevant working experience/6 Months or above education relevant working experience are preferred.

Language ability: Excellent communication skills in English, CET-6 or above, TEM-8 would be a plus.

KEY RESPONSIBILITIES

Assist COM to drive center operational and service excellence, creating a customer-focused service organization, where customer can enjoy their experience at an EF center.Create pleasant physical environment and excellent English learning atmosphere.

Ensure English is the major language in center.

Responsible for student’s satisfaction and service coverage.

Accurately execute company standard student lifecycle system for assigned students, eg: Set up student’s personal study plan (PSP), and follow up with student on an on-going basis through multiple communication channels, handle exceptional case.

Improve customer’s experience by delivering relevant service programs targeted at different customer segmentation to satisfy their service needs; and be able to adjust service program delivery per student’s study progress.

Collaborate with Course Consultants and Trainers to contribute to the growth of center net internal revenue, including course renewal, upgrade and referral.

Carry out other administrative duties at this role, including reception and other relevant customer services, etc.

Implement national policies and processes, ensuring center’s operations is compliance with national standards.?

Support COM in optimizing center cost.

Other duties and responsibilities assigned by the company when needed.

上班地址：长沙市天心区坡子街216号悦方IDMALL 购物中心L501

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。英孚教育致力于长足扎根中国市场，曾担任2008年北京奥运会语言培训服务提供商。自1988年以来，英孚已经支持服务六届奥运会，包括2018年平昌冬季奥运会和即将要举办的2020年东京奥运会。英孚还发布了全球英语熟练度报告（www.ef.com/epi）,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 (www.ef.com) 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 (www.ef.com/epi) measuring the English ability of adults in countries across the world.