Bilingual Customer Service Representative

UnifyCX is looking for an extraordinary Bilingual Mandarin-English Customer Service Representative to join our motivated and ambitious team.

What Will You Do?

We are looking for proactive and results-oriented Bilingual Mandarin-English Customer Service Representatives to join our team. In this vital role, you will focus on building strong relationships with our Mandarin-speaking customers by addressing their concerns, providing solutions, and ensuring a high-quality customer experience. Your ability to communicate effectively in both Mandarin and English will play a crucial part in enhancing customer satisfaction, promoting service loyalty, and reducing churn.

• Engage with Mandarin-speaking customers to understand their concerns and provide solutions that encourage continued use of our services.
• Effectively handle escalated issues in both Mandarin and English, offering prompt and satisfactory resolutions to build customer trust and loyalty.
• Promote additional products, services, or upgrades that align with the customer's needs and improve their overall experience.
• Monitor retention trends and customer feedback in Mandarin, analyzing insights to enhance customer satisfaction and retention strategies.
• Develop meaningful connections with Mandarin-speaking customers by actively listening, demonstrating empathy, and offering personalized communication.
• Meet or exceed retention targets, customer satisfaction scores, and quality assurance standards.
• Collaborate with internal teams to improve processes and enhance the customer experience.
• Multi-task across multiple technology platforms and systems while ensuring smooth communication in both Mandarin and English.
• Maintain accurate customer records by updating account information in both languages.

Who You Are:

To be considered, candidates are expected to have the following:

Required Qualifications

• Average English and fluent Mandarin skills – proper written and oral grammar in both languages.
• 1 year experience in Call Center Setting.
• High school diploma or equivalent.
• Open to candidates with no experience, career shifters, and career adjusters.
• Strong interpersonal and communication skills, with the ability to de-escalate and resolve conflicts.
• A customer-first mindset with a focus on building long-term relationships.
• Proficiency in CRM tools and basic computer applications (e.g., Microsoft Office).
• Ability to meet retention or performance goals in a metrics-driven environment.
• Problem-solving skills and the ability to adapt to customer needs in real-time.
• Ability to thrive and remain positive in a constantly changing environment.

Preferred Qualifications

• 2-year experience in Call Center setting is preferred.
• Secondary or bachelor's degree in business, communications, or a related field.
• Previous back-office or data entry experience is preferred, though not required.
• Knowledge of customer retention strategies and techniques.
• Familiarity with inbound techniques, endorsing mobile services, billing systems, and objection-handling strategies.
• Ability to work onsite and adapt to a rotating or flexible shift schedule.
• Ability to manage multiple tasks, prioritize, and maintain organization.
• Responsible for real-time data review, with a strong focus on attention to detail and accuracy.

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.