Mandarin / English Customer Services Officer

4 weeks ago

Manchester, United Kingdom UKEC Full time

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

**Contract Type**: Full-time Permanent

**Working Hours**: Monday to Friday (09:00- 17:30)

**Location**: Manchester

**Salary**: £21,000 - £23,000 per annum depending on experience

**Job Overview**:
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.

**Requirement**:

- 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
- Be 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

**Job Types**: Full-time, Permanent

Pay: £21,000.00-£23,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Life insurance
- Sick pay

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Manchester, M1 6FQ: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- Mandarin (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Application deadline: 30/06/2024

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