Customer Support - Bilingual(Voice, Chat & Email)

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

Overview of Position
As a Customer Service agent, you will be responsible for providing quick, accurate, and friendly service to customers via phone, email, or chat. You will work on multiple tools, tasks and adhoc requests as operationally required to meet the team performance metrics.

Essential Functions

• Provide quick, accurate, and friendly service to customers via phone, email, or chat
• Meet and exceed customer service metrics such as customer satisfaction, resolution time, and quality assurance
• Take ownership and responsibility to get tasks and contacts completed on time and follow up with customers as needed
• Work on multiple tools, tasks and ad hoc requests as operationally required to meet the team performance metrics
• Build lasting relationships with customers, and other team members
• Be reliable, be on time and come in as scheduled.
  
  Critical Skills
  
• Outstanding written and oral communication skills in English along Mandarin
• Ability to navigate through computer programs and email with ease
• Excellent interpersonal skills, being capable of empathizing, communicating, and resolving conflicts in an assertive way
• Understanding scenarios, making decisions, and suggesting appropriate answers/solutions according to available resources
• Learning and adapting to new technologies and tools quickly
• Organized and reliable, prioritizing, working well under pressure to meet deadlines
• Ability to understand and share the feelings of customers and provide them with a positive and supportive experience
• Adaptable, flexible, approachable, and collaborative towards team goals and interests
• A sense of humor and positive “make-it-work” attitude
• Strong work ethic with a “can-do” attitude and ability to create momentum based on goals
  
  Educational/Work Experience and Requirements
  
• Must successfully pass a background check
• High school diploma or equivalent required
• Must have at least six months customer service experience or equivalent.
• Candidates with the proficiency of B2 level in Mandarin & English are eligible for this profile
• Candidate must be flexible working from Office