<p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3584787">Job Title:</strong> <span class="ql-author-3380300">Customer Service Representative (Mandarin Required)</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong class="ql-author-3533054">Location</strong><span class="ql-author-3533054">: San Jose, CA</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong><span class="ql-author-3533054">Job Type</span></strong><span class="ql-author-3533054"><strong>:</strong> Full-Time, 40hrs/week (W2)</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong><span class="ql-author-3533054">Pay Range</span></strong><span class="ql-author-3533054"><strong>:</strong> $<span class="ql-author-3380300">25</span>-28/hour + performance-based commission , targeted $50K-$74K/year</span></p> <p class="ql-direction-ltr ql-long-3533054"><strong><span class="ql-author-3533054">Mandarin Speaking </span><span class="ql-author-3380300">and writing </span><span class="ql-author-3533054">is required for this position</span></strong></p> <hr> <p class="ql-direction-ltr ql-long-3584787"><span class="ql-author-3584787"><u>Who We Are:</u></span></p> <p class="ql-direction-ltr ql-long-3584787"><span class="ql-author-3584787">Think Academy US (</span><a class="ql-link ql-author-3584787" href="http://www.thethinkacademy.com/" target="_blank">www.TheThinkAcademy.com</a><span class="ql-author-3584787">), 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.<br></span></p> <p class="ql-direction-ltr ql-long-3380300"><span class="ql-author-3533054">Think Academy is seeking a high-energy, high-potential Customer Success </span><span class="ql-author-3380300">Specialist</span><span class="ql-author-3533054"> to set up the customer success journey. This person should be </span><span class="ql-author-3380300">pass</span><span class="ql-author-3533054">i</span><span class="ql-author-3380300">ona</span><span class="ql-author-3533054">te</span><span class="ql-author-3380300"> about helping and supporting student's learning experiences, takes </span><span class="ql-author-3380300">full ownership of user experience, learns quickly, can handle complex situations, and consistently delivers a high standard of service.</span></p> <p class="ql-direction-ltr ql-long-3380300"><span class="ql-author-3380300">This role is critical to ensuring that our customers </span><span class="ql-author-3380300">(mostly parents)</span><span class="ql-author-3380300"> receive timely, accurate, and professional assistance across multiple communication channels</span><span class="ql-author-3533054">. </span></p> <h3 class="PDq2pG_selectionAnchorContainer" data-start="291" data-end="315"><span style="text-decoration: underline;">Key Responsibilities:</span></h3> <p data-start="317" data-end="337">Customer Support</p> <ul data-start="338" data-end="585"> <li data-start="338" data-end="484">Provide ongoing support to enrolled students and parents, responding promptly to inquiries and resolving issues throughout the learning journey.</li> <li data-start="485" data-end="585">Serve as a trusted point of contact for families and deliver professional guidance and assistance.</li> </ul> <p data-start="587" data-end="617">Student & Family Follow-Up</p> <ul data-start="618" data-end="804"> <li data-start="618" data-end="703">Monitor student progress and parent needs, ensuring a positive learning experience.</li> <li data-start="704" data-end="804">Assist with course scheduling, class changes, leave requests, and other academic support services.</li> </ul> <p data-start="806" data-end="830">Complaint Resolution</p> <ul data-start="831" data-end="1025"> <li data-start="831" data-end="903">Handle parent feedback and concerns professionally and empathetically.</li> <li data-start="904" data-end="1025">Collaborate with internal teams to investigate issues, implement solutions, and maintain strong customer relationships.</li> </ul> <p data-start="1027" data-end="1061">Cross-Functional Collaboration</p> <ul data-start="1062" data-end="1259"> <li data-start="1062" data-end="1127">Document customer feedback and service interactions accurately.</li> <li data-start="1128" data-end="1259">Partner closely with teaching and operations teams to continuously improve service processes and the overall customer experience.</li> </ul> <h3 data-start="1261" data-end="1279">Qualifications</h3> <ul data-start="1281" data-end="1949" data-is-last-node="" data-is-only-node=""> <li data-start="1281" data-end="1310">Bachelor's degree or above.</li> <li data-start="1311" data-end="1429">Fluent Mandarin communication skills; able to read English at an intermedi