Customer Support Officer - Chinese language

🤓 Lengow, an intelligent and automated e-commerce platform :

Lengow is a leader in intelligent e-commerce solutions that help brands and retailers drive profitable growth across the digital shelf. With powerful feed management, global price monitoring, and robust data capabilities, Lengow’s comprehensive SaaS product suite enables merchants to amplify product visibility online, outrun competition with informed pricing, multiply sales on marketplaces, and monitor brand presence among distributors. Since 2009, Lengow has fueled digital growth for over 3,600 customers across thousands of marketing and sales channels in over 60 countries.

⌨️ Your main tasks would be as follows :

• Provide functional and technical support to our merchants and ensure their satisfaction in the daily use of our Lengow/ Netrivals platform (by phone or ticketing tool) in a considerate accurate, timely and qualitative manner,
• Ensure that merchants can use all the features offered by our solution
• Escalate issues to our Technical support team : Reproduce, qualify and write summaries of the various incidents,
• Suggest customer documentation updates or creation in order to reduce the need for assistance.
• Liaise with the customer success manager in order to report and alert them in case of difficulties in using Lengow.

🪜 Hiring Process :

• HR interview with Alexandre our Talent Acquisition Manager
• Manager interview with Enzo, Customer Support Manager and Sophie (Head of support).
• Technical test with Enzo
• Reference check and offer.

🏹 We are looking for someone with the following experiences and skills:

• You are fluent in Chinese and English. French is a plus.
• You have an experience in support software.
• You are resolutely customer oriented, empathetic and patient
• You are recognised for your analytical and synthesis skills,
• You have a technical background (or strong personal interest) and you like being a problem solver !
• You have good interpersonal skills, you know how to deal with all types of people and you like to work in a team
• You are autonomous, proactive and resourcefull
• Ideally you have experience in e-commerce

✨ Joining Lengow is also an opportunity to benefit from many advantages :

• Ticket restaurant 8 euros by day
• Malakoff Humanis Private insurance & Prevoyance.
• 3 Remote days per week
• Flexible hours
• Bike mileage allowances or 50% of transportation tickets.
• Remote allowances
• Weekly Happy Break on Thursday Evening at the office with food and beverage