Customer Service Representative

About the role

Think Academy US is a newly established education technology company within the TAL Education Group. Our mission is to enhance children's critical thinking and logical skills through innovative teaching methods.

Responsibilities

• Serve as the primary point of contact for current parents and students, addressing inquiries via chat, email, WeChat, and phone.
• Respond promptly and professionally to questions about courses, learning progress, study plans, activities, exams, account access, and platform usage.
• Handle urgent or complex cases with strong ownership, actively seeking solutions and ensuring all issues are resolved.
• Guide customers through the learning journey and assist in creating a positive and seamless experience for students.
• Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience.
• Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

Requirements

• Previous experience in customer service, customer success, education support, or a similar customer-facing role is highly desirable.
• A fast learner with the ability to understand complex processes, policies, and product details.
• Strong problem-solving skills, maintaining composure under pressure, and clear thinking in urgent situations.
• Excellent communication skills, capable of explaining information simply, professionally, and empathetically.
• Highly organized, detail-oriented, and adept at managing multiple tasks in a fast-paced environment.
• A strong sense of ownership towards user experience, always striving to deliver the best possible outcomes for families.
• Tech-savvy and comfortable using various communication tools and internal systems.
• Fluency in Mandarin is required; proficiency in English communication is essential.

Benefits

Think Academy offers a competitive pay range of $20-25 per hour, flexible work hours, and the opportunity to contribute to a dynamic and growing organization.