Onsite Customer Service (Mandarin Required)
About this role
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
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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 passionate 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.