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.

• Fluent in Chinese and English
• Proven customer success experience
• Strong phone contact handling skills and active listening
• Competent IT skills, use of Microsoft office and ability to learn new systems
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills (written and oral)
• Ability to multitask, prioritize and manage time effectively
• Ability to resolve conflict
• Positive attitude and solution focused
• Adaptability
• Ability to work under pressure
• Experience in the education sector desirable but not essential
• Flexibility within a rapidly evolving business

Weekly Hours: 20 hours

Hours: Monday to Thursday, 9am to 3pm (5 hours per day).

Location: Remote / Office Swindon (Hybrid available)

Office Close:  Christmas Eve afternoon and New Year’s Eve afternoon (this is additional time off)

Annual Leave Entitlement: 25 days plus public holidays (pro-rata for part-time roles), 1 additional day after 3 years and again after 10 years.

Pension: Employee 4% and Employer 5%

Annual bonus: Discretionary Annual Bonus 

Car Scheme: Electric Car Scheme (Salary Sacrifice)

Employee Assistance Program (Globally available)

Bring your dog to work.

Friendly working environment with a strong team ethos

Full training provided