Mandarin / English Customer Service Officer

4 months ago

Manchester, United Kingdom United Kingdom Education Centre Full time

**Job Title**: Mandarin / English Customer Service Officer - Manchester

**Contract Type**: Full-time Permanent

**Working Hours**: Monday-Friday 09:00-17:30

**Location**: Manchester

**Salary**: £21,000 - 23,000 per annum

**Overall Purpose of the Job**

The customer service officer is responsible for the day-to-day customer service duties. His / her role is to conduct customer satisfaction surveys; deal with customer enquiries timely and efficiently; as well as collecting letters of commendations. This is to ensure that customers receive high level customer service whilst the customer service policies are followed.

**The key tasks include but are not limited to**
- Handle non-complaint natured student issues;
- Record issues / complaints systematically;
- Conduct customer satisfaction surveys and collect customers’ feedback through various channels;
- Collate customer satisfaction survey results and inform relevant departments of the results;
- Provide regular reports and data analysis based on the surveys;
- Collect feedback from reports and data users;
- Sample customer service quality or inspect regularly;
- Coordinate in-depth customer service surveys;
- Collect Letters of commendation;
- Contribute towards drafting the customer service policy document;
- Communicate and coordinate between internal departments;
- Attend training sessions on company service/products;
- Any relevant work designated by the line manager.

**Required Knowledge, Skills and Experiences**
- A university degree in any discipline
- Experience in a customer service or customer facing role
- Knowledge of the international student recruitment market
- Excellent written & verbal communication skills in both English and Mandarin
- Excellent customer service skills
- Good data analytical skills
- Good planning & organizational skills
- Good interpersonal skills
- Responsible, mature, reliable, and honest
- Patient in nature and have the ability to remain positive
- Confident and self-motivated
- Possess the willingness to learn
- Able to embrace change

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