Customer Service Representative【WFH】

Company Overview

TAL is a world-leading education and technology enterprise, serving 4.5 million students across the globe. Established in Beijing in 2003, it made history by becoming the first Chinese education institution catering to primary and middle school students to be listed on the New York Stock Exchange (NYSE: TAL) in 2010.

https://en.100tal.com/

Think Academy, the international brand of TAL, has established campuses in many countries, including China, the U.K., the U.S.A., Canada, Australia, Singapore, Malaysia and so on.

In addition to the core teaching services, Think Academy is committed to organizing educational events, charity activities, and promoting educational Sustainable Development Goals (SDGs) with UNESCO (TAL has established an strategic partnership with UNESCO since 2019).

https://www.thinkacademy.ca/

Job Description:

The Student Advisor, functioning as a Customer Service Representative, is a remote, contract role that requires fluency in both English.

This position involves providing course consultations to potential customers, proactive outreach to user leads, and offering excellent customer service to our existing clientele. The Student Advisor will be an essential part of our team, helping us continue to provide high-quality educational services and support to our community of learners.

As a Remote Customer Service Representative, your responsibilities include:

• Effectively addressing client inquiries about course offerings, schedules, teaching methods, and registration processes.

• Follow up with potential clients who register or inquire through Think Academy’s official website, ensuring timely engagement and personalized communication.

• Conduct consultation calls, text messages or emails to understand students’ academic goals and recommend appropriate courses.

• Building strong relationships with parents by understanding their children’s academic needs and recommending suitable programs.

• Manage leads generated from digital channels (website, ads, social media) — track their progress in the CRM system and take ownership of the full conversion process from first contact to enrollment.

• Developing and execute plans to meet weekly/monthly enrollment targets and improve resource conversion rates.

• Collaborate with the marketing and academic teams to give feedback on lead quality, user needs, and messaging effectiveness.

• Analyze personal performance data weekly and proactively adjust communication tactics to achieve and exceed enrollment goals.

What We're Looking For:

• Bachelor's degree required; a degree in Teaching, Education, or Mathematics is preferred.

• Minimum 1-2 years of experience in education consulting, inside sales, or customer success.

• Fluent in both English and Chinese, with strong communication skills and the ability to effectively engage with parents and students.

• Enthusiastic about education and helping students succeed; empathetic towards parents' needs and concerns.

• Highly organized, detail-oriented, and responsive — able to handle multiple leads simultaneously with accuracy.

• Strong problem-solving and emotional intelligence when addressing parents’ needs.

• Able to work 40 hours per week, approximately 8 hours per day , with working hours from 12:00 AM to 3:00 AM & 7:00 AM to 12:00 PM and two day off based on the rotation shift.

• Excellent teamwork and collaboration skills; Self-motivated and data-driven, with a passion for helping students succeed.

Pay & Benefits:

• Flexible Remote Work: Work from anywhere that suits you best!

• Paid Training: We invest in your success from day one.

• Commission-Structure: Base rate + Conversion Bonus.

• Professional Growth: Opportunity to advance into senior consultant or team lead roles as you gain experience. Develop strong skills in client communication, data-driven conversion strategy, and educational consulting.

• Pay:

• 1）Monthly base: 3000-4500 MYR

• 2) Conversion Bonus: 50 MYR for each successful conversion to long-term course