学习督导（浦东张江学校）

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【岗位总览 】
作为一名学习督导，你负责通过与客户建立长期关系、及时沟通学员学习进度、解决紧急问题或顾虑来确保客户需求的满足，从而最终达成 EF课程的再销售和产生在读学员推荐。
在教育领域，客户就是学员及其家长。老师负责学员的进步，而你负责将进步传达给家长。为了使这一过程顺利和成功，你需要与老师、学员和家长建立关系，清楚知晓家长的需求和期待，负责兑现承诺，并对学员的学习进度有很好的了解。 如果你想成功，你需要专注于赢得父母的信任和满足他们的期望。你应该真诚地关心学生的进步，耐心、积极和富有同情心。你可以把自己放在客户的立场上，你不惧怕挑剔的反馈。沟通是你的核心技能。销售技巧和产品知识使你能够为客户提供最合适的课程来满足他们的需求。
【工作职责】
工作职责集中在五个层面：家长沟通、销售、行政、教学和学员相关。
家长沟通与客户满意度
1. 定期与家长沟通学员在英孚的学习进展
2. 与家长及学员建立牢固的关系和信任
3. 必要时向家长更新学习细节（比如教学内容、回家作业、考试结果等）
4. 根据我们的 Efekta 课程管理系统准备、促成和实施需要家长参与的教学活动
5. 与家长分享学员上课情况的照片或视频
6. 解决学员家长的任何顾虑、问题或投诉
7. 及时向家长更新任何与学习相关的变化（如教师更换、课程表更改等）
8. 收集家长对过往活动的反馈和他们在 EF 的总体体验
9. 确保实现客户净推荐值的目标
销售
1. 向客户再销售 EF 核心课程，实现月度和年度销售目标
2. 达成学员推荐目标
3. 进行季节性销售，以满足客户的需求，最大限度地推进学员学习进展
4. 重新激活停课学生
5. 跟进退款原因
行政
1. 使用 CRM 客户关系管理系统记录所有与班级、学员和家长管理相关的信息
2. 定期与其他 PA、教师和团队其他成员沟通并密切合作
3. 及时回复电子邮件和接听电话
4. 根据英孚规则和政府法规，特别是健康和安全、火灾和紧急情况，保护学校场地和设备
教学
1. 参与和推广能帮助学员取得学习进步的活动
2. 进班听课，以更好地了解学员表现，与家长分享学员相关
3. 与学员建立信任关系
4. 确保学员在校期间和接送期间的安全
我们的英孚中心不仅是学校，更是学习社区。你是使这个社区繁荣的一分子，你帮助学员完成课后作业，保持学校环境清洁和舒适，协助装扮主题派对。
基本要求
1. 出色的沟通能力
2. 能够正确选择沟通渠道（面对面、电子邮件、电话、消息）
3. 能清晰、礼貌、易于理解地沟通
4. 能全神贯注、理解、回应和记住所说的话
5. 团队合作精神强，能与同事良好合作
6. 能够与家长及学员建立牢固的关系和信任
7. 天生的解决问题者，能够将客户放在首位，在遵守英孚规则和价值观的同时，以客户的最大利益为出发点，找到并提供解决方案
8. 强大的销售人员，能够快速掌握产品和公司知识，有效地向客户推销英孚学校和产品
9. 时间管理能力，能够确定优先级并在规定时间内高质量完成任务
10. 使命必达的精神、关注细节，富有激情
Progress Advisor
As a Progress Advisor, you are responsible for re-selling EF courses and generating referrals by building long-term relationships with customers, timely communicatingabout students’ study progress, resolving any emergent concerns or questions and ensuring that customers’ needs are met. In the world of education, customer is represented by student and their parent(s). Teacher is responsible for student’s progress, while you are responsible for communicating the progress to the parent. To make this process smooth and successful, you need to build relationship with teacher, student and parent, clearly know parents’ needs and expectations, be responsible for delivering what is promised, and have a very good understanding of student’s ongoing study progress. If you want to succeed, you need to be focused on winning parents’ trust and satisfying their expectations. You should genuinely care about students’ progress, be patient, positive and empathetic. You can put yourself in customers’ shoes and you are not afraid of critical feedback. Communication is your core skill. Sales skill and product knowledge enable you to provide the best match to meet customers’ needs.
Responsibilities
Responsibilities are gathered around 5 main clusters: parent，communication, sales, admin, academic and student-related.
Parent Communication and Customer Satisfaction
• Regularly communicate with parents regarding students’ studies at EF and their progress
• Build strong relationships and trusts with parents and students
• Update parents on study specifics when required (i.e. covered in class, practice, tests results)
• Invite parents, prepare, facilitate, participate in and deliver parent-facing events in accordance with our EFEKTA communication system
• Send students’ media to parents
• Solve any concerns, questions or complaints from parents
• Timely update parents on any study-related changes (i.e. teacher, schedule)
• Collect parents’ feedback on passed events and their EF experience in general
• Ensure NPS goal achievement
Sales
• Re-sell EF core courses to customers and achieve monthly and annual sales targets
• Reach referral targets
• Make seasonal sales that would suit customers’ needs to maximize progress
• Reactivate drop-out students
• Follow-up on the reasons for refunds
Admin
• Do all the necessary group-, student- and parent- management operations using CRM system
• Regularly communicate and closely collaborate with other PAs, teachers and the rest of the team
• Timely reply emails and answer calls
• Keep school premises and equipment in accordance with EF rules and
government regulations especially for health and safety, fire and emergency situation
Academic
• Participate in and promote campaigns and activities that support students’
progress
• Observe lessons to better understand students’ performance, share with their parents
Student-related
• Build trust relationship with students
• Ensure students safety at school and during drop-off and pick-up
Our EF centers are not only schools but learning communities. You are a part of making that community thrive, through helping post student work, keeping the school environment clean and pleasant, helping decorate for parties.
Basic requirements
• Excellent communication skills
- Able to choose communication channels correctly (face to face, email,
call, message)
- Able to communicate clearly, politely and easy to be understood
- Able to fully concentrate, understand, respond to and remember what
was said
• Strong team player, able to cooperate well with colleagues
• Able to establish strong relationships and build trusts with parents and
students
• Natural problem solver, able to put customers first, find and deliver solutions to customers’ problems in their best interests while abiding by EF rules and values.
• A strong sales person, able to quickly grasp product and company knowledge, and effectively pitch EF schools and products to customers
• Time management skills, able to prioritize and complete tasks in a timely
manner at a high quality
• Can-do attitude, attention to detail and passion

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