Customer Service Representative

About the role

We are looking for a Customer Service Representative to handle inquiries from Mandarin‑speaking customers across multiple channels. The role involves delivering professional support, resolving issues promptly, and ensuring a high level of customer satisfaction.

Key responsibilities

• Respond to customer inquiries via phone, email, chat, and social media in Mandarin Chinese.
• Handle complaints professionally and provide timely resolutions.
• Process orders, returns, refunds, and service requests.
• Maintain accurate customer records in the CRM system.
• Coordinate with internal departments to resolve issues efficiently.
• Follow up with customers to confirm satisfaction.
• Meet service KPIs such as response time, resolution time, and satisfaction scores.
• Assist with translating customer communications when needed.
• Stay updated on company products, services, and policies.

Required profile

• Native or fluent proficiency in Mandarin Chinese (spoken and written).
• Good command of English (spoken and written).
• Previous experience in customer service, call centre, or a related role is preferred.
• Strong communication and interpersonal abilities.
• Excellent problem‑solving and conflict‑resolution skills.
• Ability to multitask in a fast‑paced environment.
• Attention to detail and a customer‑focused attitude.

Required skills

• Proficiency in Microsoft Office.
• Experience using CRM software.