Service Consultant 服务顾问

Responsible for creating a welcoming center atmosphere for customers, providing customers with quality service. Support COM/ Supervisor and liaise with the other functional team leaders to ensure two primary targets can be met: 1) Create high level of service and excellent customer experience; 2) Center cost control and operating process optimization.

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/服务主管并协助其他职能部门的负责人确保以下两项目标的达标: 1)营造高标准的服务,优化客户体验;2)中心成本控制和运营流程优化。

  • Assist COM/ Supervisor to drive center operational and service excellence, creating a customer-focused service organization, where customer can enjoy their learning experience at an EF center.
  • 协助服务运营经理/服务主管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中心的学习满意度。

 

  • Responsible for student’s satisfaction, Student Lifecycle Management service coverage for assigned students, and exceptional cases handling (eg. complaints, refund).
  • 负责中心学生满意度,完成自己所负责学生学习周期管理的服务覆盖率,以及处理投诉或退款等特殊案例。

 

  • 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.
  • 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。

 

  • 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.
  • 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。

 

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

 

  • Create pleasant physical environment and excellent English learning atmosphere.
  • 营造舒适的中心学习环境和良好的英语学习氛围。

 

Appendix

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

 

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

 

  • Support COM/Service Supervisor in optimizing center cost.
  • 协助服务运营经理/服务主管进行中心成本优化管理。

 

  • Other duties and responsibilities assigned by the Company when needed.
  • 其他根据公司需要所授予的职责和责任。


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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