Manager - Customer Success - Education

Mandarian Speaking Customer Success Manager (China Focus)

Your responsibilities will include, but are not limited to:

- Sourcing and proactively identifying the right opportunities for the customer and guiding them through the appropriate products and services - taking into account their long term aspirations and goals

- Owning the customer experience by delivering superior service through multiple channels (phone, email, chat, etc.) to both responsively and proactively connect with potential borrowers and applicants to help them navigate the loan process or troubleshoot issues.

- Collaborating with marketing and business development teams to develop new relationships with leads and / or potential customers, as well as with the Credit, Servicing and Funding teams to ensure a smooth flow of customer operations and experience

- Assisting with curating and translating content to be delivered through multiple China-focused social media platforms

- Analyzing borrower data and trends while bringing a continuous improvement mindset to the team to optimize operations and deliver a better student borrower experience

THE QUALIFICATIONS : 

- 4+ Years of experience in a B2C local or international customer service role or support experience in a high-touch, fast-paced environment

- Prior work experience within financial services and/or higher education industries will be a distinct advantage though not mandatory

- Strong understanding of the Chinese culture, the Chinese social media and tech platforms, and the associated student demographic

- Must have prior experience in a sales oriented and/or targets driven environment with a proven track record of success

- Passion for customer service and relationship management with an innate sense of service and empathy for others

- You must be immensely data driven and be comfortable to drive your own strategy using numbers

- Outstanding written and verbal communication skills in English and Mandarin Chinese - native or near-native proficiency in Mandarin Chinese required. (non-native speakers must possess a HSK proficiency certificate level 4 and above)

- Exceptional organizational skills and attention to detail

- Shifts will be required to accommodate US/Canada business hours (11 am - 8 pm IST)