义乌招聘

Customer Service Specialist - Role Overview

• Focus on customer experience in Customer Care (Inbound/Outbound) and in our Training Centers as well as in sourced infrastructure

Customer Service Specialist - Tasks

• Ensure the customer receives an unforgettable experience for Public Training, Academy Training and Certifications and satisfaction is exceeded (Customer Delight)
• Process Management of E2E delivery elements for Public Training, Academy Training and Certifications:
  Training infrastructure setup, material orders, catering, meet & greet, course certificates, certifications, S-Users creation
• Training room optimization
• Cancellation process: Ensure customer communications and proposals
• Waitlist and pre-booking management
• Manage 2nd level Inbound requests and Outbound communications
• SSC contact for late bookings, refunds and training related issues and queries
• Verify data hygiene and structuring mainly in the ILP system
• Ensure trainer and proctor support
• Planning delivery, doing pre-delivery checks, monitor delivery, executing post-delivery activities, follow-up and closing activities
• Act as a customer contact in Training Center and manage requests as well as complaints
• Identify opportunities for process improvement and give feedback
• Alignment with key stakeholders e.g. Customer, Customer Advocates, Resourcing, Delivery, SSC, IT, Facilities, Finance, SME, Sales

Competencies

• In depth knowledge of the Education Portfolio from an operational perspective
• Understand E2E processes and interdependencies
• Customer Service focus
• Excellent communications skills, interpersonal skills and ability to work collaboratively across the organization in person/virtually
• Conscientious, diligent, eye for detail and ensure accuracy within E2E requirements
• Complaint handling
• Strong intercultural experience and sensitivity to operate collaboratively in a matrix environment
• Critical problem solver, with hands-on analytical skills
• Ability to operate in a constantly changing environment
• Fluency in English and a second local language (written and oral)

       FESCO，中国人力资源行业创始者，中国500强企业。为全球在华万余客户提供全方位人力资源解决方案,包括人事福利外包、招聘测评、外籍人服务、专业外包、专业咨询等。
    北京外企服务集团有限责任公司（FESCO）成立于1979年，是我国人力资源服务行业具有开创意义的***家企业。经过近40年发展，外企集团已经发展成为一个以人力资源外包服务为主，涉及旅游会展、文化传媒、房地产物业等相关领域的企业集团。