Customer Service Representative (Onsite, Mandarin Required)

thinkacademyus; San Jose (CA); Hybride; USD 34 000 - 39 000; Plein temps

Avantages offerts par ce poste

401(k) Match

Health, vision, dental insurance

Résumé du poste

Think Academy US is hiring a Customer Service Representative in San Jose, CA to support families and students throughout the learning journey. The role requires Mandarin fluency, strong communication, and the ability to work evening hours in a hybrid setup with Sundays WFH.

The successful candidate will respond to inquiries, coordinate class changes, and collaborate with teaching and operations to improve service delivery while ensuring a high-quality customer experience.

Qualifications

• 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.
• Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
• Experience in the education industry is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Customer-focused, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.

Responsabilités

• Customer Support: Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues throughout the learning journey.
• Student & Family Follow-Up: Monitor student progress and parent needs, ensuring a positive learning experience.
• Complaint Resolution: Handle parent feedback and concerns professionally and empathetically.
• Cross-Functional Collaboration: Document customer feedback and service interactions accurately; partner with teaching and operations teams to improve processes.

Connaissances

Mandarin fluency

English reading

Formation

Bachelor's degree or above

Description du poste

Job Title: Customer Service Representative (Mandarin Required)

Location : San Jose, CA

Job Type : Full-Time, 40hrs/week (W2)

Pay Range : $ 25 -28/hour + performance-based commission , targeted $50K-$74K/year

Mandarin Speaking and writing is required for this position

Who We Are:

Think Academy US ( www.TheThinkAcademy.com ), a 100% owned subsidiary of TAL Education Group(NYSE: TAL), is recently established education technology (Ed-Tech) company to provide K-12 extra-curricular learning services through science and technology. At Think Academy, we provide full cycle service to foster local children's ability to think critically, to strengthen their logic skills, and to help them fulfill their goals through innovative teaching techniques. We believe Love and Technology can make education better. Each week, more than 6 million students are enrolled in TAL's online and offline education platform.

Think Academy is seeking a high-energy, high-potential Customer Success Specialist to set up the customer success journey. This person should be pass i ona te about helping and supporting student's learning experiences, takes full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.

This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels .

Key Responsibilities:

• Customer Support
  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.
• Student & Family Follow-Up
  Monitor student progress and parent needs, ensuring a positive learning experience.
  Assist with course scheduling, class changes, leave requests, and other academic support services.
• Complaint Resolution
  Handle parent feedback and concerns professionally and empathetically.
  Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.
• Cross-Functional Collaboration
  Document customer feedback and service interactions accurately.
  Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.

Qualifications

• 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.
• Prior experience in customer service, student services, academic advising, class management, or educational administration is preferred.
• Experience in the education industry is a plus.
• Strong communication, problem-solving, and interpersonal skills.
• Customer-focused, detail-oriented, and able to handle parent inquiries and concerns with patience and professionalism.

Work Hours:

• 40 hours per week (one weekend date required)
• Mon-Saturday: 1pm-10pm (break from 6:00-7:00pm)
• Sundays WFH

Compensation & Benefits:

• $ 25 -28/hour + performance-based commission , targeted $50K-$74K/year
• 401(k) Match
• Health, vision, dental insurance

Think Academy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.