Synopsis:

概述：
The Online Specialist is responsible to provide service for parents who take online classes, help the implementation of EF blended learning solution, communication among teachers, parents and students through online platform, collaborate with center service team, and driving customer retention, referral and recommendation。

在线专员作为混合教学的重要环节，为参加线上课程的家长提供服务，同时作为线上线下教学和服务团队的桥梁，做好内外部的沟通和协调工作，并按照标准服务规范操作。为了家长的最终满意度和续费率负责。

You will:

你的职责：

• Manage the customer experience for students and their parents across China during the initial period of online operations, offer seemliness blended service.

保障家长和学员的在线产品用户体验，以及和线下产品的无缝衔接。

• Follow blended learning service process and standard operation procedure.

执行混合教学服务流程，按照线上班主任团队管理和考核要求提供专业的客户服务

• Familiar with online education industry, give training and sharing among K&T centers regarding industry knowledge, blended learning concept and detail service standard.
• 熟悉行业中线上产品和在线教育理念，在各地校区分享行业知识，并结合公司产品思路，贯彻混合教学的理念，落地服务细则。
• Take part in monthly sharing sessions to implement best working practices in the team

周期性参加组织团队培训，分享案例处理方案和流程改进。

• Responsible to submit regular operation reports and data analysis to manager.

与老师，家长以及学员保持密切的沟通，追踪教学质量，保障教学结果，与所有的家长保持良好的关系。

• Builds up positive atmosphere for the team’s development, Drive online student NPS, retention and referral.

积极参与团队文化建设，达成续费，推荐以及客户满意度的指标

You have/are:

你的资格:

• Love children and care about their growth

爱孩子，并关注他们的成长

• Bachelor degree or above, Education or English majors preferred

本科及以上学历，师范类或英语类专业优先

• English CET4 or above

大学四级及以上

• Fluent oral English and accurate written English skills

英语读写流利

• Strong sense of responsibility

有强烈的责任感

• Open minded, willing to communicate with all people

有开放的心态，乐于与他人沟通

• Be very flexible and can handle emergencies

有灵活应变的能力

• Quick learner

有快速的学习领悟能力

• Good team worker

乐于团队协作

• Experience in online Education industry is a plus

有在线教育工作经验者优先

• Minimum 1-years working experience

有1年以上工作经验

• Be able to work on weekends (the off-days will be between Mon. to Fri.) and night shift

能够接受早晚班次，周末上班，周中休息的工作（周一到周五中休息两天）

上班地址：上海市浦东新区浦东大道720号国际航运金融大厦6楼