Mandarin Customer Support Representative
1 day ago
Workstream is seeking an exceptional team member to join our Customer Support team as a Mandarin Language Customer Support Associate.
This role requires providing top-notch customer service to Mandarin-speaking clients via phone, email, and chat. The successful candidate will be the primary point of contact for these customers and address a wide range of issues and requests related to our products.
The ideal candidate will possess excellent communication skills, both verbal and written, in Mandarin and English. They will also have prior experience in customer support and be proficient in using help desk software and remote support tools.
- You will be responsible for promptly and accurately responding to customer needs, measuring your performance by: median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%.
- Promptly and accurately respond to customer needs as measured by: median first response time of less than one minute, issue resolution time of fewer than 24 hours, and CSAT score of 95%.
- Escalate issues to teammates and the engineering team as needed. Have judgment on what are user errors, poor training, product defects, and feature requests.
- Communicate effectively with global colleagues and customers.
Key Responsibilities:
- Provide prompt and accurate responses to customer inquiries via phone, email, and chat.
- Resolve customer issues in a timely manner, ensuring a high level of satisfaction.
- Collaborate with the Success team to set up clients and make modifications to their accounts as requested.
- Contribute to the growth of the company by participating in initiatives such as training junior customer support representatives, product testing, and recommending new products to customers.
Requirements:
- Have a long-term vision of working and growing with a Silicon Valley-based technology startup.
- 1-3 years experience as a Customer Support Specialist or similar CS role.
- Must be fluent in Mandarin and English, both verbal and written.
- Must have prior experience with phone support and using help desk software and remote support tools.
- Must be willing to work following the US time zone.
- Must have a high-speed and stable internet connection (at least 50 Mbps).
We Offer:
- Permanently Remote Work Option.
- Direct Deposit Pay.
- $50 Monthly Stipend.
- Annual Bonus.
- Performance-based Bonuses.
- Flexible Paid Time Off.
- Company-issued Device.
- Career Fast Track for Performers.
- Learn from a team of Stanford, MIT, Google, and Harvard alumni.
Equal Employment Opportunity:
Workstream provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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