Job Description
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