Mandarin learning specialist | customer support representativeEastvantage Business Solutions Inc.

Job Description
About the account:
Delivering Business English learning solutions and productivity tools that help organizations attract, retain and develop the talent they need to thrive in the global economy. Our client provides on-demand enterprise solutions to support global business performance through effective Business English communication. The company is headquartered in Silicon Valley, California, USA.
About the role:
Engage learners through motivational techniques
Guide and motivate learners optimally by initiating the communication (Phone/Email/Chat) or responding to requests and queries
Develop positive relations while managing your groups of learners
Monitor learner engagement to help optimize their learning and achieve study goals
Develop and maintain expertise around the company's products/services
Champion end user-driven feedback to improve the process, provide visibility over the program, and escalate according to procedure
Maintaining visibility on actions taken for cross-functional reporting. Keep track of all interactions and report on the same (manually as a first stage)
Strong collaboration with the technical support team to share and address account-level issues and follow up of incidence resolution
Collaboration with the product team to share and escalate improvement requests
Collaboration with customer success management team to confirm goals, proactively report issues affecting account, help with the program management process, escalate and share any red flags to be addressed, or success stories
Conduct all interactions in a manner that presents the company in a positive light
Actively participating in job-related trainings
Assist in the translation of program documents in different languages as required
Position requirements:
2 to 3 years of experience in customer support, preferably in the training field (language learning and/or general training field)
Fluent in English and Mandarin.
Excellent communication skills (verbal and writing) and a talent for motivating (reluctant) learners
Strong organizational skills with demonstrated administrative professionalism and responsiveness
Strong computer skills
Excellent Management of Excel, Word PowerPoint, and Outlook
Must have excellent soft skills and a can-do attitude
Warmth and positivity
Passionate about helping people
Respectful, well mannered, and tactful
A good listener with the ability to remain calm under pressure
Must be able to handle complaints and difficult situations
Availability and Flexibility
Responsible and Accountable
Adaptable to a changing (growing) environment
Other duties as assigned
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