Customer Service Representative

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.

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This role is critical to ensuring that our customers (mostly parents) receive timely, accurate, and professional assistance across multiple communication channels. 

As a Customer Success Specialist your responsibilities include:

• Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone.
• Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication.
• Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved.
• Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience.
• Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience.
• Maintain a high standard of service quality, empathy, and professionalism in every interaction.
• Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

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Work Hours:

• TBD

What We’re Looking For:

• 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.