📝 Job Description: Bilingual English–Mandarin/Cantonese Customer Service Representative
Position Overview
We are seeking a highly skilled and customer-oriented Bilingual Customer Service Representative fluent in English, Mandarin, and Cantonese. The role involves providing exceptional support to clients via phone, email, and chat, ensuring clear communication across languages and delivering solutions that enhance customer satisfaction.
Key Responsibilities
- 📞 Handle inbound and outbound customer inquiries in English, Mandarin, and Cantonese.
- 💬 Provide accurate information about products, services, and policies.
- 🛠️ Resolve customer complaints and issues promptly with empathy and professionalism.
- 📑 Document customer interactions and maintain accurate records in CRM systems.
- 🤝 Collaborate with internal teams to escalate and resolve complex cases.
- 🎯 Meet performance metrics including response time, resolution rate, and customer satisfaction scores.
- 🌐 Assist in translating customer communications and support materials when needed.
- 🔒 Ensure compliance with company policies, data privacy, and ethical standards.
🎓 Qualifications
Education & Experience
- Bachelor’s degree in Business Administration, Communication, or related field (preferred).
- Minimum of 1–2 years of customer service experience (call center, retail, or corporate support).
Skills & Competencies
- Language Proficiency: Native or near-native fluency in Mandarin and Cantonese, with excellent English communication skills (spoken and written).
- Strong interpersonal and problem-solving skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Proficiency in Microsoft Office and CRM tools (e.g., Salesforce, Zendesk).
- Cultural sensitivity and adaptability when dealing with diverse clients.
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