Customer Care Associate

Job Description

Do you want to get in on the ground floor of an award-winning global startup that is solving a truly meaningful problem in the world?

PenguinSmart is looking for a Customer Care Associate to help contribute to the development of our AI-assisted online rehab therapy services enabling more effective speech & language improvement for children.

Job Scope

  • Case management & case study
  • Execute service and ensure that the customer's progress is on track
  • Implement, measure, and continually refine customer care system to ensure that clients are delighted by their service experience
  • Regularly communicate and interact with customers, improve their compliance with home-based intervention, and assist in solving user problems and needs
  • Track user engagement metrics; plan and implement initiatives to improve
  • Manage learning groups, plan and implement the interaction calendar
  • Administrative support to sales teams
  • Fulfill tasks set out by supervisor to support needs of various departments

Details:

  • Time Commitment: long-term; full time or part time (flexible; minimum 20 hours a week to be considered, *hours and schedule are negotiable, but a daily time commitment is strongly preferred)
  • Compensation: will depend on relevant experience and time commitment; pro-rated annual full time compensation of NTD 400-480K
  • Location: Taipei. The candidate will be working closely with teammates distributed across the US, Taiwan, and mainland China.

Qualifications:

  • 1-3+ years of experience in customer care, customer support, or account management in an online education or online training organization
  • Excellent Mandarin Chinese reading/writing/speaking ability; proficient English
  • Previous personal or professional experience supporting consumers in mainland China
  • Good communication skills (verbal and written) with ability to persuade and to de-escalate tense situations.

Qualities:

  • Adaptability to startup environment: excellent organization skills, self-management, self-planning, initiative, courage to challenge yourself, self-learning
  • Strong professional drive and desire to self-learn; you excel at setting & meeting goals

Good to Have

  • Background in medical, education, psychology, and social work
  • Previous interaction with special needs children and families
  • Previous inside sales or remote case management experience
  • Can quickly teach yourself new tools; excellent knowledge of MS Office

Preferred Interests

  • Health, Child development, Early-childhood education, Special Education, Psychology, Sociology.

About Us

PenguinSmart is enabling intelligent, individualized rehab therapy for all, starting with online speech and language therapy support for children. Founded by Harvard & MIT alumni, our team combines the latest data sciences with expert insights to empower caregivers to become a key part of the rehab journey. We are first remotely serving the 1 in 6 families with developmentally delayed children while developing global solutions for other conditions. Our solutions speed up rehab progress and allow therapists to oversee more patients without sacrificing quality of care. PenguinSmart is backed by Alchemist Accelerator, was named one of the Top 10 Disruptive Parenting Companies by Disruptor Daily, and was recently chosen as one of the "Top 100 Healthcare Visionaries" in the US. mypenguinsmart.com (EN) | qierbao.com (CN)

If you are interested, please send your bilingual (English and Chinese) cover letter & CV/resume to us.

1
400K ~ 480K TWD/year
Optional Remote Work

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PenguinSmart 啟兒寶

台北市大同區民生西路236號

About us

PenguinSmart is enabling intelligent, individualized rehab therapy for all, starting with online speech and language therapy support for children. Founded by Harvard & MIT alumni, our team combines the latest data sciences with expert insights to empower caregivers to become a key part of the rehab journey. We are first remotely serving the 1 in 6 families with developmentally delayed children while developing global solutions for other conditions. Our solutions speed up rehab progress and allow therapists to oversee more patients without sacrificing quality of care. PenguinSmart is backed by Alchemist Accelerator, was named one of the Top 10 Disruptive Parenting Companies by Disruptor Daily, and was recently chosen as one of the "Top 100 Healthcare Visionaries" in the US. mypenguinsmart.com (EN) | qierbao.com (CN)

Team

penguinsmart

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