Student Advisor (Post-Sales Customer Service)

Job Title: Student Advisor (Post-Sales Customer Service)
Employment Type: One-year Contract with renewal opportunity based on performance.
Working Hours: 06:00 AM – 03:00 PM or 07:00 AM – 04:00 PM, 5 working days per week, on a rotating schedule from Monday to Sunday, including public holidays.
**Location:**Remote
Intended Start Date: As soon as possible

Important: Please apply only if you are able to commit to a rotating schedule from Monday to Sunday and available to work on weekends and public holidays. This position also requires candidates to have their own remote work setup. Thank you for your understanding.

Role Overview

We are seeking a dedicated and customer-centric Remote Student Advisor to support our U.S.-based students and parents throughout their learning journey. This is a post-sales customer support role that includes student onboarding, feedback collection, and continuous support across the academic term.

If you are comfortable working in the early morning hours, passionate about education, and a bilingual in English and Mandarin, both spoken and written with a strong desire to support learners worldwide, this role may be an excellent fit for you.

Key Responsibilities

• Serve as the first point of contact for students and parents, answering inquiries, resolving issues, and providing timely assistance.
• Proactively follow up with potential students, offering clear and personalized course information to help them make informed educational decisions.
• Maintain strong relationships with existing students and parents, by delivering efficient, high-quality service and responding to inquiries promptly and professionally.
• Keep accurate and detailed CRM records of interactions, feedback, issues, and resolutions.
• Collaborate with the teaching, product, and customer experience teams to collect feedback and help improve products and services.
• Stay up to date with course details, pricing, and service policies to ensure accurate information is provided to students and parents.
• Participate regularly in training webinars and learning sessions to stay updated on the latest educational information and product knowledge, continuously enhancing professional skills in alignment with our service excellence goals.

Requirements

• Bachelor’s degree or above.
• Fluent in English and Mandarin, both spoken and written. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Relevant experience in customer service roles; candidates with an education industry background are preferred.
• Excellent communication, interpersonal, and customer service skills.
• Highly organized and self-driven; able to work independently and manage tasks remotely.
• Familiarity with CRM systems and online communication tools.
• A positive work attitude, patience, and a strong customer-oriented service mindset.
• Strong problem-solving skills, with the ability to handle customer disputes professionally and positively.

Work Schedule

• 40 hours per week, 5 working days per week, on a rotating schedule from Monday to Sunday, including public holidays.

• Working Hours: 06:00 AM – 03:00 PM or 07:00 AM – 04:00 PM

Pay & Benefits

• Monthly Pay: A monthly base salary of MYR 3,800, plus a performance bonus of up to MYR 1,000.
• Other benefits: Statutory benefits in accordance with Malaysian employment laws are provided.
• Remote Work: Enjoy the convenience of working from home.
• Paid Training: We invest in your success from day one.
• 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.

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.