Bilingual Customer Service Representative (Mandarin)

Overview:

We are seeking a bilingual (English/Mandarin) Customer Service Representative to provide excellent support to customers by handling inquiries, resolving issues, and ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to work in a fast-paced environment.

Responsibilities:

• Handle inbound and outbound customer calls, emails, and chats in both English and Mandarin
• Assist customers with questions, orders, billing inquiries, and issue resolution
• Document customer interactions accurately in CRM systems
• Troubleshoot and resolve customer concerns in a timely and professional manner
• Maintain a high level of customer satisfaction and service quality
• Follow company policies and procedures while meeting performance metrics (KPIs)
• Collaborate with internal teams to escalate and resolve complex issues

Qualifications:

• Fluent in both English and Mandarin (read, write, speak)
• 1+ year of customer service experience (call center or customer-facing role preferred)
• Strong verbal and written communication skills
• Ability to multitask and manage high call/message volume
• Proficient with Microsoft Office and CRM systems
• Strong problem-solving and interpersonal skills
• High school diploma or GED required

Preferred:

• Previous call center experience
• Experience using CRM tools (Salesforce, Zendesk, etc.)
• Ability to work flexible hours, including evenings or weekends if needed