线上客服专员

Location: Remote (online)

Job type: Full-time contract

About the role

• Fully remote position; applicants from anywhere in China are welcome
• Performance-based bonuses available
• Part of the Think Academy (Xueersi) International Education team, with stable long-term opportunities and growth potential
• Comprehensive training system for quick onboarding and career advancement

This is a post-sales service role focused on supporting enrolled students and parents. It does not involve cold calling or in-person sales.

Responsibilities

• Provide daily support to enrolled students and parents, respond to inquiries promptly, and resolve issues during the learning process
• Monitor student progress and parent needs, assist with course scheduling, class adjustments, and leave requests to ensure a smooth learning experience
• Handle parent feedback and complaints with patience, coordinate with relevant teams to resolve issues, and maintain strong customer relationships
• Document and organize user feedback, collaborate closely with teaching and operations teams to continuously improve service processes and user experience

Requirements

• Bachelor’s degree or higher
• Fluent in Mandarin (spoken and written) with excellent English communication skills, including the ability to handle English emails, documents, and customer inquiries
• Prior experience in customer service, class management, academic affairs, or learning support is preferred; experience in the education industry is a plus
• Strong communication skills, service mindset, and sense of responsibility, with the ability to patiently address parent inquiries and complaints

Schedule

40 hours per week (5 days), including weekends and public holidays as required.

Pay

$20–25/hour + commission

Benefits

• Annual contract renewal with opportunities for salary increases or conversion to full-time employment based on performance
• Training and career advancement opportunities