Student Experience Associate – Mandarin-Speaking

CGA Student Experience Associate - Mandarin Speaker
Summary:
Our Student Experience Associates are responsible for providing high-quality service and strategic support to CGA students and parents, all over the world. The role involves building and maintaining strong relationships with students and families in a specific geographic or language group, ensuring they receive timely and personalized assistance. This position requires effective communication, problem-solving, and the ability to handle various administrative tasks to enhance the student experience.
This role is specifically to support the students and families whose primary language is Mandarin.

Responsibilities:

Student and Parent Support:
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Deliver high-quality service to facilitate positive student outcomes and increase satisfaction.
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Ensure students and parents feel supported and receive timely responses to their queries.
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Provide personalized solutions considering the student's goals, academic performance, and potential barriers.
Communication and Relationship Building:
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Regularly check in with students and parents throughout the year, serving as their primary point of contact.
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Maintain effective communication channels, including WeChat, WhatsApp, Email, and be able to manage calls on zoom.
Administrative Tasks:
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Carry out administrative duties such as processing subject changes, withdrawals, and re-enrollments.
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Utilize and maintain our administrative and educational online systems.
Onboarding and Orientation:
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Run and improve the parent/student onboarding process.
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Organize orientation sessions for new students and check-in calls with students and parents.
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Localise these processes for the Chinese market taking into account feedback from families and the admissions team
Collaboration and Problem Solving:
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Work closely with the academic, product, and sales teams to provide strategic solutions to student issues.
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Support projects and initiatives aimed at improving efficiency and scalability of the student experience and support systems.
Key Competencies:
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Enthusiasm for supporting students, parents and their academic journey at CGA
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Ability to work independently, prioritize effectively, and strategically solve problems.
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Significant learning adaptability and strong grasp of technology and systems.
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Building rapport and trust with stakeholders (admissions team, academic team, other CGA teams) and students and their families
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Fluent written and verbal communication in English and Mandarin.
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Collaborative spirit which is open to feedback
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Strong time and stress management skills.
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Empathy, resilience, solution-focused thinking
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Attention to detail and a high degree of flexibility.
Working hours:
Full-time, 40 hours per week. The candidate should be available Tuesdays to Saturdays from 1 pm to 10 pm in the GMT+8 timezone, and be available once a week for a meeting outside of those hours to accommodate for our team meetings with people from different timezones.