Customer Service

Job Summary

As a Customer Service Advisor, you will be responsible for providing exceptional customer service and support to our clients' customers in Mandarin. You will be the first point of contact for inquiries, concerns, and requests, ensuring a positive and efficient resolution. This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering outstanding customer experiences.

Key Responsibilities

• Respond to customer inquiries via phone, email, and/or chat in a timely and professional manner
• Provide accurate and helpful information about products, services, and policies
• Troubleshoot customer issues and resolve complaints effectively
• Process orders, returns, and exchanges accurately
• Escalate complex issues to appropriate team members for resolution
• Maintain a thorough understanding of client products, services, and procedures
• Document all customer interactions in a clear and concise manner
• Meet or exceed performance metrics related to call handling, resolution time, and customer satisfaction
• Adhere to company policies and procedures
• Participate in training and development programs to enhance skills and knowledge
• Maintain a positive and professional attitude
• Perform other duties as assigned

Qualifications

• High school diploma or equivalent
• Excellent verbal and written communication skills in Mandarin (Native or near-native fluency required)
• Excellent English communication skills (both verbal and written)
• Strong customer service skills and a passion for helping people
• Ability to multi-task, prioritize, and manage time effectively
• Proficiency in using computer applications and software
• Ability to work in a fast-paced environment
• Ability to work independently and as part of a team
• Willingness to work a flexible schedule, including evenings, weekends, and holidays
• Must be amenable to work onsite

Preferred Qualifications

• Previous experience in customer service or a related field
• Experience with CRM systems (e.g., Salesforce, Zendesk)
• Knowledge of specific client products or services