About the Role
Provide timely and accurate support to customers by addressing inquiries, resolving issues, and maintaining high service standards through various communication channels.
Responsibilities
- Respond to customer inquiries via email, chat, and phone in both Mandarin and English
- Troubleshoot and resolve user account issues efficiently
- Escalate technical problems to relevant internal teams
- Maintain accurate records of customer interactions
- Follow up on pending cases to ensure timely resolution
- Assist in identifying recurring customer issues and suggest improvements
- Adhere to service level agreements and performance metrics
- Guide users through platform features and functionalities
- Verify customer identities in compliance with security protocols
- Support onboarding processes for new users
- Communicate service updates and outages to affected customers
- Collaborate with team members to share knowledge and best practices
- Participate in training sessions to stay updated on product changes
- Report system bugs and inconsistencies to technical departments
- Ensure all interactions meet quality assurance standards
Compensation
Competitive salary based on experience and location
Work Arrangement
Remote
Team
Part of a global customer support team serving a diverse user base
Languages
Mandarin (native or near-native proficiency required), English (professional working proficiency)
Technology Stack
Familiarity with Zendesk, Jira, and internal support dashboards is advantageous
Not applicable for remote positions
