Student Experience Associate – Mandarin-Speaking

Job description

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