Customer Service Representative

This is a fully remote position, open to applicants in California.

📋 Description

• Act as the main point of contact for our existing parents and students, delivering prompt and professional assistance through chat, email, WeChat, and phone.

• Address inquiries from parents and students regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring precise, timely, and professional communication.

• Manage urgent or complicated cases with a strong sense of ownership, actively seeking solutions and ensuring complete resolution of issues.

• Assist customers throughout the learning journey and help guarantee that students have a smooth and positive educational experience.

• Record issues, recognize recurring trends, and collaborate with internal teams to enhance workflows and user experience.

• Uphold a high standard of service quality, empathy, and professionalism in every interaction.

• Contribute to initiatives aimed at customer success, operational improvements, and projects focused on optimizing user experience.

⛳️ Requirements

• Prior experience in customer service, customer success, educational support, or other similar roles involving direct customer interaction is highly preferred.

• Quick learner with the capacity to comprehend complex processes, policies, and product details.

• Strong problem-solving abilities with the capability to remain calm under pressure and think clearly during urgent situations.

• Exceptional communication skills — able to convey information clearly, professionally, and empathetically.

• Highly organized, detail-oriented, and adept at managing multiple tasks in a fast-paced environment.

• Strong sense of ownership regarding user experience, consistently striving to provide the best possible outcomes for families.

• Tech-savvy and comfortable utilizing various communication tools and internal systems.

• Excellent verbal and written communication skills.

• Fluency in Mandarin is mandatory; proficiency in English communication is also essential.

🏝️ Benefits

• Comprehensive training and development programs.

• Opportunities for career advancement within the organization.

• A collaborative and supportive work environment.

• Competitive salary and benefits package.