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About the Role
Customer Relations is at the very heart of the business and we are now looking for a CR manager to lead this team as we grow and expand our student base. We have a very exciting year ahead of us, and for the right candidate, the career opportunities are virtually limitless. The CR function is part of the larger Product Experience team managed by one of our foreign directors who you will be working closely with if hired for this position.
The CR Manager is responsible for managing and driving the CR team to ensure we deliver qualified and timely customer service responses to our students in China and Taiwan. This entails actively monitoring performance against a number of KPI targets as well as coaching the team on a daily basis and conduct continuous staff training to ensure we constantly improve our service delivery. You will also be responsible for initiating and driving efficiency improvement projects, establishing and implementing effective work procedures as well as working collaboratively with all our Englishtown sales channels to increase retention and referral sales.
Main responsibilities
-As the CR Manager, you would have the following specific responsibilities:
-Develop a dashboard-based reporting structure over KPI tracking student behavior
-Develop and deliver comprehensive training program to continuously improve team performance on these metrics
-Actively mentor and coach the team to ensure that team KPI targets are met on a monthly basis
-Initiate and drive efficiency and quality improvement projects throughout our customer service processes
-Act as central point of contact with our central teams maintaining good relations with the Systems, Technology, Operations and Production functions
-Collaborate closely with sales to create structured systematic procedures driving a reduced refund rate, increased retention rate and improved customer satisfaction post-sales
REQUIREMENTS
-BA degree or equivalent preferred; MSc a plus
-At least 3 years of experience within Customer Service, Hospitality or Call Center Management
-Strong troubleshooting and problem -solving skills
-Strong organizational, communication, leadership and customer service skills in English and Mandarin, Cantonese a plus
-Passionate with a natural drive and commitment to continuous improvements
-Strong desire and ability to take on ownership and responsibility
-Highly pro-active and comfortable making decisions
-Adept at analyzing data and finding trends, experience using dashboards a plus
-Proven leadership experience of team and/or projects
Others
-Working location: EF Shanghai Headquarter
-Report to: Director of Product
What do we offer for the right candidate?
-Attractive package
-Flexible and promising career development opportunities
Application
If you consider yourself a suitable candidate for this great opportunity please apply here with your up-to-date resume and a cover letter before 2011-01-10.
