We are looking for a detail-oriented and customer-focused
Mandarin Bilingual Customer Service Representative to support Mandarin- and English-speaking customers. The role involves delivering high-quality service, resolving inquiries, and ensuring customer satisfaction across multiple communication channels.
Key Responsibilities:
- Handle inbound and/or outbound customer interactions via phone, email, or chat in Mandarin and English
- Provide accurate information about products, services, billing, and company policies
- Resolve customer issues efficiently while maintaining a positive customer experience
- Document all interactions accurately in the system
- Escalate complex or unresolved concerns to the appropriate teams
- Meet or exceed key performance indicators (KPIs) such as CSAT, AHT, and FCR
- Maintain professionalism, empathy, and cultural sensitivity in all interactions
Qualifications:
- Fluent in Mandarin and English (spoken and written)
- At least high school diploma or equivalent; college degree preferred
- Minimum 6 months to 2 years of customer service experience (BPO experience is an advantage)
- Strong communication and interpersonal skills
- Good problem-solving and critical thinking abilities
- Ability to multitask in a fast-paced environment
- Proficient in basic computer applications and CRM systems
Preferred Qualifications:
- Experience supporting international or Mandarin-speaking markets
- Background in industries such as e-commerce, finance, healthcare, or tech support
- Familiarity with tools like Salesforce, Zendesk, or similar platforms
