Customer Experience Representative 客户体验大使 ( Part-time )

Responsibilities:

1. Customer Service:

   - Respond to inquiries through various platforms like Xiaohongshu, WeChat, Email and Whatsapp providing accurate information about our student enrichment services.

   - Assist with questions concerning class schedules, tuition fees, and program details for the programme. Help to redirect other programme-related queries to the relevant channels.

   - Uphold a positive, empathetic, and professional demeanor when interacting with customers.

   - Record customer interactions and follow up to ensure that appropriate actions were taken. This includes guiding users to submit lead forms for the enrolment team.

   - Manage and resolve customer feedback or complaints in a courteous and efficient manner.

2. Follow-Up Enquiries:

   - Monitor and follow up on inquiries from potential and current students to ensure they are satisfied with the services provided.

   - Provide updates and information regarding tuition programs 

   - Maintain detailed records of customer interactions and follow-up actions in the CRM system.

   - Identify and escalate priority issues as required.

Requirements:

- Experience with customer service channels such as Xiaohongshu and WeChat.

- Excellent communication and interpersonal skills.

- Strong problem-solving abilities.

- Ability to work independently and manage time effectively.

- Required language(s): This role is expected to communicate to English or Mandarin speaking customers. Knowledge of English/Mandarin is essential.