Post-Sales Customer Service （WFH）

Who We Are:

Think Academy US (www.TheThinkAcademy.com), 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 are a math-focused after-school program offering two core tracks: the Competition Track for advanced problem solvers and the School Common Core Track for strengthening fundamental math skills. 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.

Role Overview

We’re looking for a dedicated and customer-centric Remote Student Advisor to support our US-based students and parents during their learning journey. This is a post-sales customer support role that includes student onboarding, feedback collection, and ongoing service throughout the academic term.

If you enjoy late-night work, love education, and are fluent in Mandarin with a desire to support learners globally—this might be the role for you!

Key Responsibilities

• Serve as the first point of contact for students and parents via messaging and email, answering inquiries, resolving issues, and providing timely assistance.

• Proactively follow up with potential students, offering clear and personalized course information to help families make informed decisions.

• Maintain and nurture relationships with existing students and parents, offering professional, fast, and thoughtful service.

• Keep detailed CRM records of interactions, feedback, issues, and resolutions.

• Collaborate with the teaching, product, and customer experience teams to relay feedback and improve services.

• Stay up to date with course details, pricing, and service policies to ensure accurate communication with families.

• Join regular training webinars and learning sessions to stay sharp and aligned with our service excellence goals.

Requirements

• Bachelor’s degree

• Fluent in Mandarin and English. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

• Prior experience in customer service, sales, or education is preferred.

• Excellent communication and interpersonal skills, with a service mindset.

• Highly organized and self-driven; able to work independently and manage tasks remotely.

• Familiarity with CRM systems and online communication tools.

• A positive, calm, and problem-solving attitude when facing complaints or service issues.

Work Schedule

• 5 days per week, 40 hours/week.

• Shift timing: 11:00 PM – 7:00 AM .

• Workdays include Malaysia’s Saturday–Monday, plus two flexible weekdays (final schedule to be confirmed before onboarding).