Customer Care Specialist

Briefing

The Customer Care Specialist works closely with both Foreign and Chinese teachers to make sure the need of the VVIP students is taken care of by providing the appropriate classes at the appropriate time.

Location

WSE Head Office

Reporting lines

Directly reporting to the Area VVIP Director

Major Responsibilities

Class Arrangement

• Planning, scheduling and coordinating with VVIP team on the class booking arrangement

• Coordinate with clients and VVIP team to ensure classes are provided according to schedule

• Providing solutions and options for any challenging situations

• Record teacher’s AL requests and the class demand after TL approves.

• Balance the special requests/preference from special requirement students

• Booking student’s encounters according to their needs via TL communication

• Monitoring and map FT/CT living location and proactively manage travel time

• Analyzing student no show and cancellation trends and proactively manage it to drive efficiency

• Following up with staff to remind them about their classes and help reschedule if necessary

• Following up with students to participate in Student Surveys

• Follow up on CSS daily checklist

Reporting

• Delivering regular customer satisfaction, and trend analysis reporting to VVIP team management

• Analyzing and report Student Satisfaction Survey completion and results weekly

• Creating regular reports to track client booking volume and keep VVIP team management informed

• Identifying new or emerging client needs based on feedback and relay to VVIP management team

• Reporting student activity on a weekly basis

• Tracking and report FT / CT travel hours monthly

• Tracking and report no show and cancellation rate monthly

• Update national KPI dashboard daily before 11am

• Report total monthly class number (utilization related) by the 5th of the following month

• Report teachers’ class information (bonus related) by 10th of the following month
  

Communication

• Handling daily internal communication and other coordination as required

• Communicating with TLs about student’s booking needs and requests

• Communicating with FTs/CTs about class booking arrangements

• Communicating scheduling issues to VVIP management

• Attending and participating in weekly meeting and training sessions

• Presenting analysis and reports at weekly meetings

• Providing training sessions to teams based on analysis and needs

• Completing other duties as assigned professionally and punctually

• Communicating with TLs to manage down teacher travel time

• Communicate at a national level with the regional CCS’s and develop VVIP systems to a national standard

Adhere to management policies

• Complete necessary documenting and reporting in time

• Promote and maintain the company code of conduct

Requirements:

• Professional in terms of dress code and behavior

• Strong planning, analytical and collaboration skills

• Ability to multi-task

• Self-motivated and able to encourage/inspire team to make contribution to company

• Good Microsoft office software knowledge and other computer skills

• A flexible work schedule

• A strong sense of customer service

• Have a desire to develop and grow

• Ability to work independently

Qualifications:

• Mini 1 year in-center experience

• Proven record of :

o strong customer service sense

o professionalism

o organizational skills

o flexibility

上班地址：上海市浦东新区世纪大道 88 号金茂大厦 3 层