Customer Support Agent, Mandarin Fluency

Role Overview

• Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive and satisfactory resolution.
• Handle customer complaints: Actively listen to customers, empathize with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem-solving skills.
• Communicate effectively: Clearly and concisely communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting communication style to suit the customer's needs.
• Maintain accurate records: Document customer interactions, issues, and resolutions accurately and comprehensively in our Salesforce, ensuring proper tracking and follow-up.
• Collaborate with team members: Work closely with the support team and other departments to escalate complex issues, share knowledge, and contribute to continuous process improvement.
• Stay updated on product knowledge: Maintain a solid understanding of our software and services, staying up-to-date with new features, updates, and industry trends to provide accurate information to customers.
• Adhere to service level agreements (SLAs): Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
• Embrace a positive customer-focused mindset: Strive to create exceptional customer experiences, building and maintaining strong customer relationships through friendly, helpful, and professional interactions.

Requirements

• Relevant experience in Mandarin/Chinese speaking roles.
• A focus on delivering great customer experiences.
• Strong organisational and problem-solving skills.
• Technical troubleshooting proficiency.
• Fluency in Mandarin

Benefits

• flexibility where possible
• share scheme for permanent employees
• culture that values diversity, inclusion and wellbeing