Senior Service Consultant 资深服务顾问

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. 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.Senior Service Consultant liaises with Course Consultant and is responsible for contributing to retention revenue and refund control. 

You will: 
Ensure customers meet their learning objectives by setting up study plan, monitoring study pace and providing study advices. 
Enhance customer experience by resolving their issues promptly, providing customized study consultation and organizing various center events (*only applicable to 1st tier cities). 
Improve customers’ satisfaction by identifying customers’ service needs and cooperating with relevant colleagues to develop efficient service programs. 
Collaborate with Course Consultants to drive internal revenue, including course extension, renewals and referral 
Support center operations in completing all administrative duties to a high standard as required, including reception and other relevant customer services. 
Handle customer complaints. 
Assist COM in managing team performance to drive center operational and service excellence 

You have/are: 
Undergraduate degree (or above), English major preferred 
1+ years of experience in service and relevant industries, overseas work and study experience is preferred 
Customer focused and detail-oriented 
Strong communications skill 
Time management, can multi task to get more done in less time 
The ability of identify customers' unmet service needs, and good problem solving skill 
Good team player in a multi-cultural environment 
Mature, passionate and creative 
Be flexible to working hours, able to work during weekends if required 

Level of English required: is at or above Upper-Intermediate stage 

Career plan: 
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 more senior Operations roles, Educational Services, or Sales.


See Inside the Office of EF Education First

EF Education First is the world leader in international education. At EF, everything employees do is centered around the company’s mission: opening the world through education. Since it was founded 50 years ago, EF’s language learning, educational travel, and cultural exchange programs have helped people of all ages and nationalities become citizens of the world.


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