Onsite Customer Service (Mandarin Required)
About The Position
Think Academy US, a subsidiary of TAL Education Group, is an Ed-Tech company providing K-12 extra-curricular learning services. We focus on fostering critical thinking, logic skills, and goal achievement through innovative teaching. This role is for a high-energy, high-potential Customer Success Specialist passionate about supporting student learning experiences, taking ownership of user experience, learning quickly, handling complex situations, and delivering a high standard of service. The position is critical for ensuring customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels.
Requirements
- Bachelor's degree or above.
- Fluent Mandarin communication skills; able to read English at an intermediate level (CET-4 or equivalent preferred).
- Comfortable working long-term evening shifts in a remote work environment.
- Must have a personal computer and reliable internet connection.
- Strong communication, problem-solving, and interpersonal skills.
- Customer-focused, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.
Nice To Haves
- Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
- Experience in the education industry is a plus.
Responsibilities
- Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues throughout the learning journey.
- Serve as a trusted point of contact for families and deliver professional guidance and assistance.
- Monitor student progress and parent needs, ensuring a positive learning experience.
- Assist with course scheduling, class changes, leave requests, and other academic support services.
- Handle parent feedback and concerns professionally and empathetically.
- Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.
- Document customer feedback and service interactions accurately.
- Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.
Benefits
- 401(k) Match
- Health, vision, dental insurance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
