Customer Experience Intern 客户体验实习生

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.

1. 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.