Mandarin-speakers Customer Service Representative

We are seeking a dedicated and proactive Mandarin-speaking Customer Service Representative to join our team. In this role, you will be the first point of contact for our Mandarin-speaking customers, providing exceptional service through email, live chat, inbound, and outbound calls. Your primary responsibilities will involve resolving customer inquiries, addressing concerns, and ensuring customer satisfaction in a professional and efficient manner. If you are passionate about delivering excellent customer service and are fluent in Mandarin, we want to hear from you! Key Responsibilities: Email Support: Respond to customer inquiries, issues, and requests in a timely and professional manner via email, ensuring that all communication is clear and courteous. Live Chat Support: Assist customers in real-time via live chat, providing solutions to their questions, troubleshooting issues, and ensuring a smooth customer experience. Inbound Calls: Handle inbound customer calls in Mandarin, addressing product or service inquiries, providing troubleshooting assistance, and resolving any issues efficiently. Outbound Calls: Proactively reach out to customers to follow up on pending issues, offer product/service updates, and ensure their satisfaction with our offerings. Customer Interaction: Provide accurate information about products and services, process orders, and guide customers through any troubleshooting or service processes. Issue Resolution: Effectively handle customer complaints or concerns, escalating complex issues to management when necessary, while maintaining a high level of professionalism and empathy. Documentation: Accurately document all customer interactions in the system, including feedback, issues, and resolutions for future reference. Team Collaboration: Work closely with other departments (e.g., technical support, sales) to resolve customer issues and ensure a positive experience. Adhere to Company Policies: Follow all company policies and procedures for handling customer interactions, ensuring a consistent and high-quality customer service experience. Requirements: Language Proficiency: Fluent in Mandarin (spoken and written) is a must. Knowledge of Cantonese is a plus. Experience: Prior customer service experience, preferably in a call center or customer support environment, is highly preferred. Communication/Writing Skills: Excellent verbal and written communication skills in Mandarin, with the ability to communicate clearly and professionally. Problem-Solving Abilities: Strong ability to troubleshoot, identify issues, and provide effective solutions in a calm and empathetic manner. Tech-Savvy: Comfortable using customer service platforms, live chat systems, email communication tools, and other customer support software. Adaptability: Ability to manage a high volume of interactions in a fast-paced environment, multitask efficiently, and prioritize customer needs. Customer-Oriented: A strong commitment to delivering an excellent customer experience and maintaining a positive attitude even in challenging situations. Availability: Flexibility to work various shifts, including evenings and weekends, depending on business needs. (Depends on the project) Preferred Qualifications: Experience in a bilingual customer service role. Basic knowledge of the company’s products or services (will be trained)