Respond promptly to client emails and portal requests in French/Mandarin and English regarding their concerns
Handle inbound and outbound phone calls, prioritizing urgent and last-minute client needs across both French/Mandarin and English-speaking customers
Assist customers with their needs, offering empathetic support and swift coordination
Update and maintain accurate customer records to ensure seamless information flow and accessibility
Resolve client concerns efficiently and professionally, ensuring swift troubleshooting and clear communication in both languages
Build trusted relationships with customer accounts through proactive, friendly, and solution-oriented interactions
Ensure complete customer satisfaction during every engagement, taking the extra mile to support and reassure clients
Document all interactions and case updates, adhering to internal procedures, guidelines, and data privacy protocols

Fluent in English (written & spoken) & French or Mandarin (written & spoken)
At least 1 year of proven experience as a Customer Service Representative in a B2C or B2B capacity
Excellent English and French or Mandarin communication skills, both written and verbal (at least B2 level)
Excellent phone, email, and instant messaging communication skills
Solid organizational and time management skills
Tech savvy & familiar with current technologies, like desktop sharing, cloud services, CRM, and VoIP
Experience with word-processing software and spreadsheets (e.g., MS Office)
Knowledge of online calendars and scheduling (e.g., Google Calendar)
Proactive & confident with keen attention to detail
Able to work in EST/ PST shift

Customer Service Representative, Bilingual – Mandarin-English

Key skills