Guest Relations Consultant - Shenzhen
DISNEYShenzhenUpdate time: February 23,2020
Job Description
Job Summary:
Disney English Mission: Our mission is to transform children’s learning by combining immersive content, innovative technology, and engaging teaching methods that inspire children to confidently communicate with the world in their own voice. |
Responsibilities:
Key Responsibilities:- Work closely with the operations and academic teams to deliver the Disney English Experience to existing parents to achieve center renewal sales target.
- Lead sales renew conversations by highlighting Disney English differences and learner’s actual learning progress. Ensure all processes are in strict accordance with Disney English renewal sales process and policies.
- Coordinate with relevant functions to follow up “non- renew reason” action planning and timely feedback to line manager for support if needed.
- Deliver best guest experience with counselor’s approach attitude, including parent connection before and after class, parent connection call, etc. and as needed helps parents solve issues.
- Able to handle parent complaint and provide initial service recovery solutions, and ensure all complaints if unsolved are followed timing by reporting to line manager.
- Keep work closely with academic teams to know about learner’s learning progress, by regular class observation, PTC sit-in, parent care binder review with Learning partners, etc.
- Create and maintain accurate customer profiles within Sales Force.
- Follow up with parents to inform of class transfer, event information, and leave record and make-up class arrangement.
- Provide on-going feedback to the Center Manager in regards to center sales strategy and tools.
- Maintain a professional and polished Disney appearance at all times.
- Punctual to all scheduled meetings, trainings, scrimmages and sharing.
- Report any safety or security-related incidences in an accurate and timely manner through the appropriate channels.
Basic Qualifications:
Job Qualifications:- 1 year minimum customer service related work experience, with sales background or academic background as a plus.
- A passion for working with children and their families / caregivers; Understand kid parent’s experience and kid education
- College degree or commensurate experience required; Basic computer skills including MS Word and Excel.
- Flexible to work evenings and weekends.
- Basic spoken and written English
Core Skills: - Communication & Relationship building – well self presenting self and listening/ understanding others, cultivates relationships to advance business goals.
- Working under pressure and effectively handle stress
- Commitment to learning and pursue personal development
- Being responsible and accountable for execution
- High personal integrity
Functional Skills:
Basic Selling Skills and knowledge: - Handling complaints
- Problem solving
- Exploring customer needs
- Solution Selling Skills
- Counselor sales attitude
- Product knowledge
- Understand life of kid parent and children, know about kid parent’s experience and kid education
- Sales process and policies
Generating Customers: - Successfully handles initial inquiries from parents as well as consultations and conferences with parents
- Actively contacts renewal period parents and scheduling meetings/consultations in the center
Delivering Customer Satisfaction: - Exceptional listening, presentation, and communication skills
- Demonstrates and upholds a high level of energy and spirit
- Maintains professional appearance
Below for internal cast members: - DE Product Knowledge: Familiar with and keeps updated on DE product knowledge and methods (internal cast member)
- Maintains the Disney English standards of customer service(internal cast member)
- Sales Force System knowledge and skills (internal cast members)
Additional Information:
For more information, please visit our website www.disneyenglish.comGet email alerts for the latest"Guest Relations Consultant - Shenzhen jobs in Shenzhen"