Customer Success China - Swindon | IR 439

Job Purpose:

As a Customer Success Advisor, you will be the first point of contact for our customers, particularly supporting Chinese-speaking candidates while communicating in English to internal and external stakeholders. You will play a key role in delivering excellent service, responding efficiently to inquiries, and ensuring a high level of customer satisfaction throughout the customer journey for our examinations.

Key Responsibilities:

· Provide professional and friendly customer support, ensuring a positive experience for all customers.

· Maintain a respectful, empathetic, and professional approach at all times.

· Respond promptly to customer inquiries via phone and email in Chinese/English.

· Support Chinese candidates, ensuring clear communication and understanding of their needs.

· Handle customer complaints effectively, offering appropriate solutions within agreed timeframes and following up to resolution.

· Develop a strong understanding of company products and services to confidently answer customer questions.

· Accurately record customer interactions, transactions, feedback, and complaints.

· Liaise with internal teams and departments to resolve customer issues efficiently.

· Proactively address negative feedback and work to improve customer satisfaction.

· Build strong customer relationships by going the extra mile to engage and support them.

· Provide accurate information about the company, acting as a trusted point of contact.

· Contribute feedback to improve customer success processes.