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:

• 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.