Mandarin Bilingual - CSR

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

Qualifications:

• Fluent in Mandarin and English (spoken and written)

• At least high school diploma or equivalent; college degree preferred

• Minimum 6 months to 2 years of customer service experience (BPO experience is an advantage)

• Strong communication and interpersonal skills

• Good problem-solving and critical thinking abilities

• Ability to multitask in a fast-paced environment

• Proficient in basic computer applications and CRM systems

Preferred Qualifications:

• Experience supporting international or Mandarin-speaking markets

• Background in industries such as e-commerce, finance, healthcare, or tech support

• Familiarity with tools like Salesforce, Zendesk, or similar platforms