Think Academy US - Remote Customer Service Representative (Mandarin Required)

• Customer Support • 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. • Work Hours: • Mon-Fri: 10 AM - 7 PM • Sat-Sun: 8:30 AM - 5:30 PM • Weekend availability is preferred, and candidates with availability on at least one weekend day will be given priority consideration. • How You can be Qualified: • Previous experience in customer service, customer success, education support, or similar customer-facing roles is highly desired. • Fast learner with the ability to understand complex processes, policies, and product details. • Strong problem-solving skills with the ability to stay calm under pressure and think clearly in urgent situations. • Excellent communication skills — capable of explaining information simply, professionally, and empathetically. • Highly organized, detail-oriented, and able to manage multiple tasks in a fast-paced setting. • Strong sense of ownership toward user experience, always aiming to deliver the best possible outcome for families. • Tech-savvy and comfortable using multiple communication tools and internal systems. • Excellent verbal and written communication skills • Fluency in Mandarin is required; proficiency in English communication is essential.