概述：

客户服务经理负责整个学校客服团队的管理工作，对学校的各项服务指标负责

角色：

客户服务经理负责管理服务团队，负责对学习督导岗位的入职培训，在职培训，人员激励以及管理，对团队指标负责（续费，客户满意度调查和推荐指数，好友推荐，寒暑假特殊课程销售）

工作职责：

® 全面负责团队续费，推荐以及客户满意度指标的达成

® 负责监督团队每日的工作流程和工作结果，确保高质量的服务

® 负责团队成员服务技巧的提升培训，定期组织内部分享会

® 负责团队成员的士气激励，协助推行或执行与服务团队相关的政策

® 负责协调处理团队与其他部门之间的一切日常沟通与合作

® 参与在读学员相关活动的策划，组织、协调、现场管理及反馈收集参与完善与服务相关的系统或流程体系

® 协助校长处理校内客户反馈的各项工作及处理客户投诉

® 协助校长进行员工招聘及培训

® 负责向校长提供校区内与服务相关的运营报告

® 完成个人续费业绩（如有）

® 负责各项校内部俱乐部活动的数据分析以及报告汇总，协助校内、校外语言运用俱乐部的活动组织和协调工作

任职资格：

® 爱孩子，关心他们的成长

® 全日制本科及以上学历

® 流利的英语沟通及书写能力

® 强烈的责任感

® 5年以上工作经验，至少3年教育培训行业工作经验

® 至少2年以上团队管理经验

® 优秀的沟通能力

® 能在压力环境下工作

® 结果导向

Service Manager

Progress Advisor Manager (PAM) is responsible for driving center service to excellence, creating customer-focused service, and making sure customers enjoy their learning experience at EF centers.

PAM coordinates, motivates and manages the whole service team, offering new staff orientation and current staff training. PAM is also responsible for all service related targets (retention, customer satisfaction surveys and net promoter score, referral) as well as winter/summer courses sales target.

Job Description：

® Achieve retention, referral and customer satisfaction targets

Monitor service team’s daily working procedure and result to ensure high service quality

® Organize intra-team sharing workshops to improve the team’s overall service skills

® Motivate service team members. Assist the implementation of service related policies and procedures

® Coordinate daily communication and cooperation between the service team and other departments

® Plan, organize and perform onsite management of school activities. Collect post-activity responses

® Improve the service system and related procedures

® Assist Center Directors (CDs) in handling complaints and suggestions from parents

® Assist CDs in recruiting and training

® Generate centers’ operation and service reports to CDs

® Achieve individual retention target (if needed)

® Analyze center based Life Club activities and compile activity reports.

® Assist, organize and coordinate center based as well as off-center Life Club activities

Qualification：

® Love children and care about their growths

® Bachelor degrees or above, English major preferred

® Fluent in both oral and written English

® Strong sense of responsibility

® Over 5 years of working experience, at least 3 years of experience in education related industries

® Over 2 years of experience in team management

® Good communication skills

® Able to work under pressure

® Result oriented

上班地址：具体工作学校由公司根据候选人和学校实际情况统筹安排