湾区Cupertino教育公司招聘全职Director Assistant

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Director Assistant (Fluent in Mandarin and English)

Our Company

IvyMax is the premier service provider in college planning, test preparation, and college application and

admissions counseling. We deliver our educational products and services to students through a network

of nine learning centers in Southern and Northern California as well as in Beijing, China.

More information is available at www.ivymax.com

This is a full-time job with benefit.

Please reply to: careers@ivymax.com

Job opening (Cupertino center):

*Director Assistant *

This is a key customer service position which directly impacts the customer experience as well as the

perception of the company, and requires working directly with multiple teams within the organization,

all with the goal of delivering the highest level of service and support to our valued end-user customers.

The Customer Service Manager is the voice of the customer, key in ensuring successful customer

engagement, including issue escalation, retention and satisfaction.

This role requires the ability to effectively provide leadership and continuously develop employees with

the objective of  performing customer service that exceeds expectations in all areas of the operation.

The creation and communication of customer service objectives and performance metrics with all

employees on a regular basis as well as providing guidance and feedback on process improvements

and/or process failures that impact customer service.

Responsibilities:

A Customer Service Manager is motivated by customer retention, in addition to customer success and

satisfaction.  As such, additional responsibilities include:  



·         Provide leadership, mentoring and clear direction for the customer service team, including but not

limited to supporting the Customer Service Representative(s) with managing customer service

escalation issues, Quality of Service analysis, customer service training and monitoring.

·         Monitor customer satisfaction

·         Act as an escalation point to drive resolution in a timely, proactive manner

·         Developing and executing customer success plans, including tracking and reporting on key metrics

for issue resolution and customer satisfaction.

·         Ensuring high customer satisfaction by surveying customers and making adjustments to constantly

improve the customer experience based on their feedback.

*Job Requirements*

·         Exceptional analysis and problem solving skills and to identify patterns and trends.

·         Excellent relationship building and management abilities.

·         Excellent / Impeccable oral and written communication skills

·         A results-oriented, positive self-starter attitude and desire to exceed expectations at every

opportunity.

·         Attention to detail, strong organizational skills, and an absolute focus on quality of work.

·         A bachelor's degree.

·         Fluent in English and Mandarin

.         Can work in after school hours and weekend



This is a full-time job

IvyMax offers a competitive salary and benefits package to our full-time, regular employees.表现优异可以办h1b