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Customer Service Manager
| Posting date: | 04 February 2025 |
|---|---|
| Salary: | £39,000 per year, pro rata |
| Hours: | Full time |
| Closing date: | 06 March 2025 |
| Location: | L15 4LP |
| Remote working: | Hybrid - work remotely up to 4 days per week |
| Company: | Origin Education UK International Cultural Exchange Ltd |
| Job type: | Contract |
| Job reference: |
Summary
A leading UK-based education organisation providing online English tutoring services for Chinese students is seeking an experienced Customer Service Manager. This role is crucial in ensuring excellent client relationships, managing communications, and expanding our market presence in China. The ideal candidate will have at least 10 years of experience working in schools, a strong understanding of both the UK and Chinese education systems, and fluent proficiency in English and Mandarin. The position also requires frequent travel to China and flexibility to accommodate time zone differences for virtual meetings.
Key Responsibilities:
Manage and oversee customer service operations, ensuring exceptional service for Chinese students and parents.
Act as a liaison between clients and internal teams, handling inquiries, concerns, and feedback professionally.
Travel to China for business trips to maintain customer relationships and provide after-sales service consultation to partners.
Provide guidance on education-related inquiries, leveraging expertise in the UK and Chinese education systems.
Implement and optimize customer service processes to enhance satisfaction and retention rates.
Conduct and participate in virtual meetings across different time zones.
Prepare reports on customer interactions, feedback, and service improvements for management.
Ensure compliance with company policies and relevant industry regulations.
Requirements:
Bachelor’s degree or higher in Education, Business, or a related field.
Minimum 10 years of work experience in schools or educational institutions.
Deep understanding of the UK and Chinese education systems, including curriculum structures, assessments, and university admissions.
Fluent in English and Mandarin (both spoken and written).
Strong leadership and interpersonal skills with the ability to manage a team.
Excellent problem-solving abilities and customer service acumen.
Willingness to travel to China frequently for business development and market expansion.
Ability to work flexible hours to accommodate meetings across UK-China time zones.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software.
Ability to work independently and under pressure in a fast-paced environment.
Desirable Skills:
Experience in education consulting, international student recruitment, or EdTech services.
Familiarity with visa and immigration processes for Chinese students studying in the UK.
Knowledge of online learning platforms and student engagement strategies.
Key Responsibilities:
Manage and oversee customer service operations, ensuring exceptional service for Chinese students and parents.
Act as a liaison between clients and internal teams, handling inquiries, concerns, and feedback professionally.
Travel to China for business trips to maintain customer relationships and provide after-sales service consultation to partners.
Provide guidance on education-related inquiries, leveraging expertise in the UK and Chinese education systems.
Implement and optimize customer service processes to enhance satisfaction and retention rates.
Conduct and participate in virtual meetings across different time zones.
Prepare reports on customer interactions, feedback, and service improvements for management.
Ensure compliance with company policies and relevant industry regulations.
Requirements:
Bachelor’s degree or higher in Education, Business, or a related field.
Minimum 10 years of work experience in schools or educational institutions.
Deep understanding of the UK and Chinese education systems, including curriculum structures, assessments, and university admissions.
Fluent in English and Mandarin (both spoken and written).
Strong leadership and interpersonal skills with the ability to manage a team.
Excellent problem-solving abilities and customer service acumen.
Willingness to travel to China frequently for business development and market expansion.
Ability to work flexible hours to accommodate meetings across UK-China time zones.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM software.
Ability to work independently and under pressure in a fast-paced environment.
Desirable Skills:
Experience in education consulting, international student recruitment, or EdTech services.
Familiarity with visa and immigration processes for Chinese students studying in the UK.
Knowledge of online learning platforms and student engagement strategies.