Customer Service Specialist, Campus Safety (2 - year Contractor) / 公共安全部客服专员 (第三方岗位)

Customer Service Specialist

The NYU Shanghai Department of Public Safety is committed to creating a safe and secure environment for students, faculty, staff, and visitors to pursue their educational and professional goals while at NYU Shanghai. Public Safety provides a wide range of services for students, faculty, staff, and visitors. Below, you will find useful and convenient tips and tools that will help you navigate day to day life on campus, and most importantly, stay safe.

The Customer Service Specialist supports the goals and objectives of the NYU Shanghai Department of Campus Safety, specifically in the protection of life and property, the enhancement of a positive care environment, and general protection and safety of the NYU Shanghai community and property.

The main responsibilities include:

Responsibility A (50%) Safety Inquiry

• Responsible for handling daily inquiries at the NYU Shanghai Command Center, including responding to phone calls and emails in both Chinese and English, and addressing questions raised in person by students, faculty, and visitors.

Responsibility B (20%) Emergency Response and Incident Handling

• Respond promptly to emergency incidents (e.g., fire, medical emergencies);
• Assist with on-site management, information collection, and incident reporting.

Responsibility C (20%) Policy Enforcement and Access Management

• Enforce access control policies, visitor registration, and vehicle entry/exit procedures;
• Support the safety management of key areas such as dormitories and academic buildings.

Responsibility D (10%) Safety Education and Event Support

• Assist in organizing fire drills, safety training sessions, and awareness campaigns;
• Promote basic safety knowledge among students and staff;
• Assist in other events organized by Campus Safety.

Qualifications

Required Education

• College degree or higher, Major in English or administration related is preferred.

Required Experience

• Previous experience in campus safety or institutional security preferred;
• Familiarity with relevant laws and regulations on campus safety and campus risk management preferred.

Required Knowledge, Skills, and Abilities

• Ability to communicate effectively both orally and in writing in Mandarin/English for the purpose of public interaction and report writing;
• Strong emergency response, communication, and customer service skills;
• Possesses a strong sense of confidentiality regarding personal privacy and work-related matters;
• Proficiency in basic office software and the ability to write reports and documentation;
• Possession of certificates such as fire safety training, security license, or first aid is a plus.

Work Arrangement

• This position follows a 2-days-on, 2-days-off rotating shift schedule;
• Daily working hours are from 7:30 AM to 7:30 PM, including a mid-day break on rotation; 7:30–19:30,
• The shift schedule includes duty on public holidays. During special periods (e.g., semester start, graduation season, major events), the work schedule may be adjusted as needed.

Additional Information

About NYU Shanghai

NYU Shanghai is China's first Sino-US research university and the third degree-granting campus of the NYU Global Network. We were founded in 2012 by New York University and East China Normal University with the support of the city of Shanghai and the district of Pudong. NYU Shanghai seeks to cultivate globally-minded graduates through innovative teaching, world-class research, and a commitment to public service.

NYU Shanghai is an equal opportunity employer committed to equity, diversity and social inclusion. We are proud of its diverse and talented staff members, who work together to build and sustain this unique and pioneering institution of higher education in China.